MSP Business School: Recent Episodes
MSP Business School
A podcast geared to Technology Service Providers where we bring you strategies and tactics to grow your business and build a winning culture.
This podcast helps MSP's and MSSP"s accelerate their business through strategies, tips, and tactics to drive sales, marketing, and account management.
Join our hosts Brian Doyle, Tim McNeil, and Robb Rogers every Thursday!
In this engaging episode of MSP Business School, host Brian Doyle reunites with Josh Kotler, a veteran in the MSP industry, to explore the evolving dynamics of mergers and acquisitions (M&A) and the role of private equity. Josh, who has been instrumental in scaling MSP businesses, shares his journey from building and selling a successful MSP to his current endeavor with Axial Reed Capital. This episode is a rich resource for MSP owners interested in understanding market trends and making informed decisions on potential exits.
The conversation delves into the challenges and opportunities present in the MSP landscape, underlining the influence of private equity and emphasizing the strategic value of organic sales growth. Josh shares his insights on why many MSP owners should contemplate selling, given the industry's rapid changes and the influx of private equity. He highlights the importance of aligning with reliable partners and discusses the benefits of being part of a larger scaling platform, all while providing practical advice for those considering stepping into the world of M&A.
Key Takeaways: * Private equity has significantly boosted valuations in the MSP industry, offering lucrative opportunities for business owners. * MSP owners in their 50s and 60s should evaluate their ability to adapt to industry changes and consider selling as a strategic move. * Growing an MSP through mergers and acquisitions can be a faster approach to scaling than organic growth, with essential roles emerging in larger scaling platforms. * Despite competition weighing heavily on smaller MSPs, aligning with private equity-backed brands can reduce risks and increase enterprise value. * The evolving landscape, marked by technological advancements like AI, will separate proactive and innovative MSPs from those unable to adapt.
Guest Name: Josh Kotler
LinkedIn page: https://www.linkedin.com/in/joshkotler/
Company: Canyon Point Technologies
Company Website: https://canyonpoint.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle engages with Josh Smith from Wingman MSP Marketing to explore the dynamic landscape of marketing for MSPs. Josh shares his unique journey from accounting to marketing and the insights he brings to the MSP sector. With discussions ranging from effective marketing strategies to the evolving role of AI in business, the episode offers a wealth of practical advice for MSPs looking to optimize their marketing efforts and embrace new technologies.
The conversation delves into the challenges and opportunities in MSP marketing, emphasizing the value of niche targeting and personal engagement. Josh discusses how Wingman helps MSPs navigate these waters, moving beyond traditional lead generation to include comprehensive marketing services like event planning and SEO adaptations to AI advancements. The discussion highlights the importance of understanding your client's pain points and leveraging events, such as educational AI seminars, to create meaningful connections and establish trust in the market.
Key Takeaways: * Strategic Niching: Identifying and focusing on a specific industry or vertical can significantly enhance marketing effectiveness and client acquisition for MSPs. * AI as a Catalyst: Hosting educational events on AI can attract prospects by addressing common business challenges and demonstrating expertise in emerging technologies. * Comprehensive Marketing: A full-service marketing approach, including SEO, event planning, and lead generation, is essential to meet the diverse needs of MSPs today. * Personality Over Skills: In sales and customer service, hiring for personality is often more successful than focusing solely on technical skills. * Adaptation to Change: Both marketing agencies and MSPs must continually pivot and adapt to technological and market shifts, such as the current rise of AI.
Guest Name: Josh Smith
LinkedIn page: https://www.linkedin.com/in/josh-smith-b181b6184/
Company: Wingman MSP Marketing
Company Website: https://wingmanmspmarketing.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle collaborates with technologist and AI pioneer Kevin Surace, exploring his expansive contributions to innovation and the future of AI technologies and business. Kevin, widely known for his role in the development of AI virtual assistants like Mary at General Magic, dives into the transformation AI has inspired across multiple sectors and the ripple effects it creates. As the creator of biometric security systems, Kevin provides invaluable insights into AI's role in reshaping industry landscapes while discussing his latest endeavors and his book, "The Joy Success Cycle," which rewires how people perceive and achieve success through joy.
Kevin Surace discusses how AI has been a game-changer in productivity and how it's simultaneously generating new job sectors while impacting existing roles. As he elucidates the security challenges associated with AI, Kevin provides a crucial perspective on the insufficiency of current MFA systems and proposes biometric authentication as a credible solution to counter potential AI-driven cyber threats. This discussion is paired with an analysis of how MSPs can effectively integrate AI to meet contemporary business needs, and a heartfelt discourse on finding joy amid rapid technological changes. Notably, Kevin's book proposes a thought-provoking viewpoint that joy must precede success for a holistic and rewarding life, a topic also highlighted during the conversation.
Key Takeaways: * Kevin Surace underlines the vast potential and transformative influence of AI, emphasizing the necessity for industries, especially MSPs, to adopt AI-first strategies. * AI is not a job extinguisher; instead, it redefines roles and generates new opportunities, evidenced by the rise of jobs with AI in their titles, outpacing job displacement. * Current MFA systems are vulnerable to AI-driven cyber threats; Kevin advocates the shift towards biometric authentication systems that can secure user identity effectively. * The book "The Joy Success Cycle" is an exploration of how practicing joy before success can result in greater achievement and fulfillment. * Kevin advises organizations to start small with AI implementations using "tiger teams" to ensure successful adoption and transition.
Guest Name: Kevin Surace
LinkedIn page: https://www.linkedin.com/in/ksurace/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Paul Knittle, CEO of MTMG Inc., to discuss leveraging community building and niche events to invigorate MSP marketing strategies. Paul steps in as a guest at a pivotal moment, highlighting the essence of community responsiveness, a core theme threaded throughout their discussion. As the dialogue unravels, Paul shares insights into his journey from operations director to MSP specialist, with a unique focus on mobile device management—a realm often avoided by traditional MSPs. This episode offers a refreshing perspective on embracing technological evolution and reevaluating conventional MSP roles in the wake of cybersecurity and AI advancements.
Delving deeper, Paul unveils MTMG's unique event-driven strategies poised to revolutionize customer engagement for MSPs and tech startups. He underlines the transformative power of personal connections in an industry drowning in digital noise. Paul's strategic shift from mobile-centric solutions to holistic community-driven models underscores his belief that true connection fosters growth and opportunity. This episode is a well of knowledge for tech leaders keen on distinguishing themselves through innovative approaches and authentic engagement.
Key Takeaways: * Building community is crucial for MSPs to distinguish themselves amid a sea of sameness and growing digital noise. * Personal connections and strategic networking can amplify an MSP's reach and trustworthiness in their industry. * Engaging in niche events and podcasts can present authentic platforms for MSPs to showcase their expertise and differentiate their offerings. * Cybersecurity and AI are emerging as vital areas where MSPs must evolve and lead to meet the ever-changing demands of tech-savvy customers. * Partnering with trusted resources can bolster an MSP's service offerings, allowing them to manage modern technological challenges effectively.
Guest Name: Paul Knittle
LinkedIn page: https://www.linkedin.com/in/paulknittle/
Company: MTMG Inc.
Website: https://mtmginc.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle on this engaging episode of MSP Business School as he delves into the dynamic world of MSPs and the crucial role of technology business reviews. With his vast experience in the industry, Brian emphasizes the need for continuous client engagement beyond traditional QBRs. In a rapidly evolving landscape dominated by AI and technological innovation, Brian advocates for a more holistic approach to client relationships. His strategic insights explore how MSPs can build quarterly momentum by implementing continuous touchpoints, utilizing customer portals, and significantly enhancing client communication.
In this episode, Brian Doyle dissects the essential strategies for MSPs to foster lasting client relationships. Emphasizing strategic communication, he guides listeners on transforming quarterly business reviews into constant checkpoints, ensuring the stability and improvement of client relationships. Keywords such as "technology business review," "strategic communications," and "managed service providers" underscore the importance of evolving client engagement strategies. Brian offers a step-by-step framework, detailing five core methods for maintaining ongoing client momentum, fostering transparency, and leveraging modern technology to drive business growth.
Key Takeaways: * Revolutionizing QBRs: Transform quarterly business reviews from mere meetings into continuous, strategic checkpoints for better client engagement. * Modern Touchpoints: Utilize monthly touchpoints, customer portals, and strategic emails to maintain dynamic client relationships and ensure consistent progress. * Risk Management: Integrate risk updates into client communication to transparently address potential threats and their impact on business operations. * Strategic Insights: Ensure that every interaction with clients is rooted in their specific business goals, enhancing the perceived value of MSP services. * Celebrate Milestones: Highlight and communicate project milestones to engage clients in a meaningful way and enhance business trust.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this enlightening episode of MSP Business School, host Brian Doyle chats with Brian Strong, CEO of TenHats, about sustainable and organic business growth strategies for MSPs. They discuss how Brian's sales expertise catapulted TenHats from a modest standing to over $19 million in business revenue, all without relying on mergers and acquisitions. Brian Strong shares his journey from an outside sales representative to a CEO, emphasizing the importance of building genuine relationships and applying effective sales methodologies rooted in understanding human behavior.
Brian Strong delves into the concept of Centers of Influence (COIs) and the significance of targeting the right customers to drive business growth. By nurturing these relationships, avoiding cold calls, and employing intelligent prospecting techniques, Brian has led TenHats to considerable advances in monthly recurring revenue. This episode shatters common myths about building a scalable sales organization within the MSP landscape. Listeners will gain insights into Brian's successful practices and methodologies, which are set to be detailed in his upcoming book, promising a practical roadmap for MSPs aspiring to exceed the $10 million annual revenue mark.
Key Takeaways: * Center of Influence Strategy: Building relationships with people who know your potential customers can be a powerful tool in strategic sales prospecting for MSPs. * Targeted Customer Profiles: Defining and aiming for customers above your current average revenue is crucial to sustainable company growth. * Sales Process Management: A robust sales process, aligned with human psychology, is essential, especially when transitioning from owner-led to sales team-led negotiations. * Impact of Organic Growth: Companies demonstrating organic growth processes tend to command higher valuations in the market compared to those reliant on acquisitions. * Quality of Life through Scale: Achieving scalability beyond $10 million in revenue affords MSP owners and employees better life quality and company culture, reducing burnout and enhancing business resilience.
Guest Name: Brian Strong
LinkedIn page: https://www.linkedin.com/in/brian-strong/
Company: TenHats
Website: https://tenhats.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle in an engaging episode of MSP Business School as he welcomes Frank Raimondi from Nodeware, a frequent guest and expert in cybersecurity and MSP strategies. This discussion veers from the typical focus on specific technologies, diving into the transformative impact of AI on security and technology advancements. Frank shares insights from his extensive background in vulnerability management, discussing how AI affects the landscape of cybersecurity and the role of MSPs in navigating these changes.
In this episode, Doyle and Raimondi explore how AI is reshaping industries and the increasing need for security vigilance. With the rapid emergence of AI tools, businesses face new vulnerabilities that MSPs must manage effectively. Raimondi emphasizes the importance of continuous vulnerability management, highlighting how tools like Nodeware play a crucial role in protecting company assets. They also discuss how AI is enabling faster detection of vulnerabilities and the necessity for MSPs to guide organizations in crafting AI policies to safeguard their data and operations.
Key Takeaways: * AI's Impact on Cybersecurity: AI is revolutionizing the speed at which vulnerabilities can be detected, posing both opportunities and challenges for managing security. * Continuous Vulnerability Management: The need for ongoing vulnerability assessment is crucial in the fast-paced tech landscape, as highlighted by Nodeware's offerings. * Role of MSPs: Managed Service Providers are evolving into Managed Information Providers, crucial in educating clients about AI's implications and establishing protective measures. * AI Policies and Compliance: The development of AI policies is essential for organizations to safeguard their data and operational integrity. * Navigating Technology Advancements: MSPs should position themselves as trusted advisors, providing insightful guidance on adopting and managing technological innovations.
Guest Name: Frank Raimondi
LinkedIn page: https://www.linkedin.com/in/frankraimondi/
Company: Nodeware
Website: https://nodeware.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle as he hosts Johnathan Schofield, aka Skofi, in an engaging episode of MSP Business School. Jonathan, a celebrated community connector, shares insights into his journey into the IT service world and talks about the art of sales in the industry. He touches on his accidental foray into IT services, stressing the importance of community in propelling his career forward.
The conversation unfolds with a deep dive into the impact of AI on the IT services industry. Johnathan and Brian discuss the real and perceived roles of AI, examining both the opportunities and misconceptions surrounding its implementation within small to medium-sized service providers. They delve into the crucial importance of understanding a buyer's current and future needs, and how AI can bridge this gap in a meaningful way. This episode is rich with strategies on leveraging AI without losing sight of core sales principles—a must-listen for aspiring MSPs and IT vendors.
Key Takeaways: * Community Focus: Johnathan emphasizes the role of community in growing and sustaining a successful business in the IT services field. * AI's Role in Sales: While AI offers extraordinary capabilities, it's crucial to first understand and communicate the needs and future visions of customers. * Sales Fundamentals: Despite technological advancements, the core principles of sales—understanding and tailoring to customer needs—remain unchanged. * AI Readiness: MSPs should evaluate their clients' current usage of AI and establish governance and security measures to avoid data risks. * Channel Collab Initiative: Johnathan's Channel Collab promotes local networking, learning, and sharing among MSPs and vendors, emphasizing growth through relationships.
Guest Name: Johnathan Skofi
LinkedIn page: https://www.linkedin.com/in/johnathan-schofield/
Company: Skofi - findmyitpartner.com
Website: https://findmyitpartner.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle engages in a dynamic discussion with John Harden, a pioneer in the AI realm within the MSP industry. With an impressive 17-year tenure in the sector, John Harden brings an expert perspective on the rapid evolution of AI technology. As MSPs grapple with AI's practical applications and benefits, Harden provides insights into achieving scalability, responsibility, and repeatability with AI solutions. John also shares his experience of launching Lemhi, a new venture focused on guiding MSPs to effectively harness AI for service improvements and operational excellence.
John Harden and Brian Doyle highlight how AI is transforming the landscape for MSPs. Through engaging dialogue, they discuss tooling, responsible deployment, and strategic implementation of AI to boost client relations and service offerings. They emphasize the importance of establishing a repeatable sales motion and developing a robust, manageable AI framework. Harden's Lemhi is positioned to directly address this by providing the necessary resources and expertise to integrate AI into MSP operations effectively, focusing on incremental value creation across all levels of client relationships.
Key Takeaways: * AI Strategy and Deployment: Successful AI integration requires repeatable, responsible, and scalable strategies, as articulated by John Harden based on his extensive research and experience. * MSP Transformation: MSPs have an unprecedented opportunity to evolve into Managed Intelligence Providers, offering AI-driven solutions that enhance service offerings and deepen client engagement. * Project vs. Ongoing Engagement: Rather than viewing AI implementations as one-off projects, MSPs can achieve greater value by adopting a continuous, relationship-focused approach that caters to individual job roles within client organizations. * Lemhi's Offering: The launch of Lemhi aims to help MSPs initiate a repeatable sales motion around AI, supporting them with tools and frameworks for effective AI rollout and management. * Open Engagement Opportunities: John emphasizes building in collaboration with design partners and actively encourages MSPs to engage with Lemhi for better alignment and co-development.
Guest Name: John Harden
LinkedIn page: https://www.linkedin.com/in/john-harden/
Company: Lemhi
Website: https://www.lemhi.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle in this insightful episode of MSP Business School as he delves into the burgeoning role of AI in Managed Service Providers (MSPs). This episode offers a deep dive into how MSPs can navigate the dynamic landscape of AI to enhance their service offerings and foster substantial client relationships. Brian leverages his wealth of experience to outline strategic approaches to integrating AI into business conversations, underscoring the shift from traditional IT services to a more holistic AI-driven advisory role.
Throughout the episode, Brian outlines the significant impact of AI readiness assessments and governance strategies. He emphasizes the crucial need for MSPs to incorporate AI into their strategic frameworks, noting significant financial opportunities and the potential to transition from commodity services to strategic partners. The discussion spans various critical aspects, including data readiness, infrastructure, security concerns, and the cultural and executive buy-in necessary for a successful AI adoption framework. The episode paints a vivid picture of AI as a transformative force, capable of driving efficiency, ROI, and innovation, while also highlighting the necessity of ongoing governance and adaptation to evolving AI models.
Key Takeaways: * AI Opportunities for MSPs: AI projects offer considerable financial opportunities, with projects averaging between $3,000 and $15,000 and up to $30,000 in recurring revenue through governance services. * Importance of Readiness Assessments: Conducting comprehensive readiness assessments involving data, infrastructure, security, and cultural dynamics is critical for successful AI integration. * Need for Strategic AI Governance: Long-term AI success is tied to robust governance frameworks due to continual model evolution and security risks. * Cultural and Executive Buy-In: Establishing executive and cultural buy-in within client organizations is essential for AI adoption and maximizing its potential. * Avoiding Scope Creep and Complexity: MSPs must maintain a clear strategy, limit options for clients, and focus on clear business outcomes to avoid project complexity and provide tangible client value.
In this episode of MSP Business School, host Brian Doyle engages with Chris Cooke, founder of Ethikai, to explore innovative strategies for business growth, particularly within the world of Managed Service Providers. The episode introduces Chris's unique approach to operations consultancy that prioritizes understanding the core of business challenges instead of only addressing surface symptoms. Doyle and Cooke delve into topics such as pattern recognition, the importance of ethical business practices, and the Japanese concept of "Ikigai" which contributes to Ethikai's ethos.
The conversation highlights the importance of business self-awareness and strategic planning. Chris emphasizes the necessity of knowing one's business goals, likening the direction of a business to a road trip where knowing your destination is crucial. Discussions unfold around the six types of working genius, a model by Patrick Lencioni that Chris utilizes to help businesses ensure employees are in suitable roles to thrive. Through anecdotes and strategies, the episode provides insights into operating on the principle that personal and business growth stem from understanding and leveraging individual and collective strengths.
Key Takeaways: * Leveraging Pattern Recognition: Chris Cooke highlights how identifying business patterns can prevent stagnation and foster growth, contrasting repetition with innovation. * The Six Types of Working Genius: This model helps align team members with roles that fit their strengths and prevent burnout, enhancing productivity and job satisfaction. * Aligning Business Goals with Personal Values: The discussion stresses the importance of defining whether a business should be a lifestyle or high-growth venture, and choosing a path that aligns with the owner's values. * Importance of Self-awareness in Business Leadership: Knowing who you are and what you want from your business is crucial for effective leadership and strategic planning. * Applying Pragmatism to Business Challenges: A pragmatic, root-cause analysis approach can provide effective solutions rather than sticking to traditional models or surface-level fixes.
Guest Name: Chris Cooke
LinkedIn page: https://www.linkedin.com/in/cookechris/
Company: Ethikai Consulting
Website: https://ethikai.co.uk/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle dives deep into the evolving roles of external leadership within managed service providers (MSPs). Focused on concepts like VCIOs and the newer roles of VCISOs and Virtual Chief AI Officers, Brian unpacks the complexities and contributions these positions bring to customer leadership hierarchies. Through personal anecdotes and professional insights, he shares valuable strategies on how MSPs can position themselves as trusted advisors and integral parts of their clients' success stories.
Brian explores the challenges and opportunities of embedding MSP professionals into client leadership structures, stressing the importance of building trust, understanding organizational culture, and strategic alignment with business goals. In a landscape crowded with rapid technological changes and increasing cybersecurity threats, he advocates for MSPs to harness their market intelligence and AI insights to drive value for their clients. The episode is brimming with tactical advice on influencing without overstepping, understanding organizational dynamics, and leveraging industry expertise to strengthen client outcomes.
Key Takeaways: * Importance of Building Trust: Trust with customers is not instantaneous. It's a gradual process that requires consistent engagement and understanding of the client's business environment. * Role Evolution in MSPs: The increasing significance of roles like VCISO and Virtual Chief AI Officer highlights the necessity for MSPs to adapt and integrate into broader strategic conversations. * Effective External Leadership: Successful MSPs balance influence without authoritative control, remaining essential partners while avoiding entanglement in organizational politics. * Strategic Alignment: Understanding clients' business priorities and risks is crucial to building a meaningful, long-term professional relationship that adds measurable value. * Cross-Functional Engagement: Communicating across different levels and departments within client organizations is vital to grasp diverse needs and advocate for impactful technology solutions.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle sits down with James Steel from MSP Testimonials to discuss the power of customer testimonials in marketing strategies for Managed Service Providers (MSPs). James shares his journey and insights from years within the MSP arena, highlighting how video testimonials can be a game-changer in building trust and establishing new client relationships. With the challenge of marketing acquisition looming large for MSPs, this conversation uncovers actionable steps that can drive substantial results in presence and outreach.
Throughout the episode, Brian and James delve into the practical aspects of obtaining and utilizing customer testimonials. The dialogue emphasizes the importance of authenticity over perfection, encouraging MSPs to leverage existing customer satisfaction to foster new connections. The conversation explores strategies for effectively using testimonials to address customer objections, build trust, and nurture ongoing client relationships. With detailed explanations on transitioning testimonials into various content forms, this episode serves as a comprehensive guide to integrating testimonials into marketing and sales processes effectively.
Key Takeaways: * The Power of Video: Video testimonials are a powerful tool for MSPs to demonstrate their value and build trust with potential clients by showcasing authentic customer experiences. * Repurposing Content: Mastering the repurposing of testimonial content into different formats like PDFs, reels, and case studies can enhance reach and effectiveness across sales and marketing channels. * Overcoming Perfection Barriers: Authenticity and heartfelt customer feedback often trump the chase for perfect video production, facilitating ease of access to valuable testimonials. * Strategic Testimonial Gathering: Identifying the right moments and customer interactions to request testimonials can dramatically improve participation rates and relevance to target audiences. * Enhancing Customer Relationships: Engaging clients in the testimonial process can also serve as a relationship-strengthening activity, revealing additional value and fostering loyalty.
Guest Name: James Steel
LinkedIn page: https://www.linkedin.com/in/james-steel-8964947/
Company: MSP Testimonials
Website: https://www.msptestimonials.com/mspbs
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle welcomes Dori Spade, founder of Call to Action, to delve into the intricacies of the MSP industry. Dori shares her extensive experience in the field, discussing the common issues of misalignment between sales and service teams and how she addresses these through her "Seamless Sales Delivery Model." With a rich background that spans both leadership and operational roles within MSPs, Dori provides insights into how organizations can improve their service delivery to boost client retention and enhance sales performance.
Dori emphasizes the significance of trust within teams and with prospective clients, pointing out how an integrated approach between sales and service sectors can result in higher close ratios and better client retention rates. She shares practical strategies like involving multiple team members in the sales process, which not only builds trust but also showcases a cohesive unit to clients. Additionally, Dori touches on the early stages of AI adoption within MSPs, likening it to previous shifts toward cybersecurity services. Her experience-backed advice is designed to equip MSPs with strategies for smooth transitions and enhanced performance, making this episode a must-listen for MSP leaders looking to innovate and grow.
Key Takeaways: * Aligning Sales and Service: Creating a seamless connection between sales and service teams improves client retention and boosts sales close ratios. * Building Trust: The importance of bridging the trust gap both internally and with clients through structured processes and team involvement. * Innovative Sales Models: Introducing multiple team members into the sales process can demonstrate competency and foster client trust. * AI in MSPs: Anticipate AI adoption similarly to earlier cybersecurity integration, focusing on strategic implementation and alignment. * Scalability of Sales Models: Whether it's a small or large MSP, a defined process for roles and responsibilities can scale with the organization.
Guest Name: Dori Spade
LinkedIn page: https://www.linkedin.com/in/dspade/
Company: Call To Action LLC
Website: https://calltoactionllc.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Amy Babinchak, a respected authority in the MSP industry, to discuss the crucial steps and emotional aspects of selling a managed service provider business. With her extensive background and years of direct experience, Amy delves into the journey of exiting a business through her new book, "20 Questions Every Owner Should Ask Before Selling Their MSP." The conversation focuses on preparing MSP owners emotionally and strategically for the sale of their business while ensuring they maximize the value of their life's work.
Listeners will gain valuable insights into the emotional journey of selling an MSP, emphasizing the significance of planning ahead, with a recommended timeframe of three to five years. Amy shares her wisdom and expertise on the key aspects of preparing a business for sale, including understanding the market, aligning personal goals with business goals, and optimizing operations for a successful exit. Doyle and Babinchak discuss crucial factors that impact valuation, such as owner dependency, client concentration, and technological readiness, while offering advice on how to mitigate potential red flags during the sale process.
Key Takeaways: * Proper preparation and strategy can ease the emotional and logistical burdens of selling an MSP. * Understanding personal goals and future plans are vital for a successful business sale. * The importance of a stable and modernized business environment to attract potential buyers. * Recognizing and mitigating potential red flags that could devalue the business. * Leveraging experience and resources can significantly enhance the readiness and value of an MSP in the market.
Guest Name: Amy Babinchak
LinkedIn page: https://www.linkedin.com/in/amybabinchak/
Company: Sell My MSP
Website: https://sellmymsp.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode, Sean Sweeney shares his unique journey from law to technology, his experience supporting enterprise and SMB clients, and insights on AI adoption and risk management in MSPs.
Guest Name: Sean Sweeney
LinkedIn page: https://www.linkedin.com/in/sweeneyct/
Company: Valley Technology Partners
Website: https://www.valleytechpartners.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this enlightening coaching session, Brian Doyle offers his seasoned insights into the gap between client perceptions and the actual deliverables provided by Managed Service Providers (MSPs). Doyle, drawing on his extensive background as an MSP, provides a nuanced understanding of how to bridge these gaps through clear communication and precise contract terms. The episode dives into topics like client assumptions about MSP deliverables, how to manage these expectations, and offers strategic approaches to avoid conflicts arising from misunderstandings in service agreements.
Throughout the session, Brian discusses critical strategies that can help MSPs redefine their offerings and improve client satisfaction. Emphasizing the importance of clear onboarding processes and consistent language across sales and marketing materials, the conversation focuses on the necessity of aligning internal and external communications to avoid discrepancies that might affect service perception. Specifically, the dialogue delves into the complications arising from varied service offerings and the steps MSPs should take to streamline their security and compliance services for better client understanding and engagement.
Key Takeaways: * Clear Communication: Emphasizing the importance of defining what services are and are not included in MSP contracts to avoid client misunderstandings and disappointment. * Client Perception Management: Highlighting the need to manage client expectations from the start, explaining notions like 'all-in contracts' and security assurances effectively. * Sales and Onboarding Coordination: Discussing the significance of consistent messages from sales to service delivery to ensure clients receive a uniform understanding of what services they've signed up for. * Spotting Misalignments: Encourages continuous review of marketing materials to ensure they accurately reflect current service offerings and contractual agreements. * Operational Success: Suggesting strategies like simplified service tiers and comprehensive client education to improve service delivery and customer satisfaction.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle welcomes the dynamic and insightful Josh Hohbein from centrexIT. Josh, highlighted as a rising star in cybersecurity, shares his expansive journey from tech support to a leadership role in cybersecurity and automation. The conversation unveils how Josh's background in service industries has shaped his understanding and approach to managing IT services.
Josh discusses the challenges of aligning cybersecurity frameworks with client understanding and interest. By distilling complex standards into manageable and actionable plans, he ensures clients' needs are met both for cyber insurance and operational efficiency. He offers insights into creating a security foundation through simplified frameworks while stressing that most clients are indifferent to detailed frameworks until regulatory compliance is an issue.
Further, the episode delves into the key aspects of MSP security platforms, the importance of communication in service-based industries, and how automation and AI are transforming IT operations at centrexIT. The episode also covers the excitement and challenges in preparing MSPs for incident response scenarios, emphasizing the significance of practice and readiness in mitigating potential breaches.
Key Takeaways: * Simplifying Cybersecurity Frameworks: Josh emphasizes the importance of breaking down complex security frameworks into understandable and actionable steps for clients, particularly focusing on aligning MSP services to cyber insurance requirements. * Service Industry Insights: The parallels between the restaurant industry and MSP operations highlight the value of communication, multitasking, and maintaining composure in high-pressure environments. * Preparation for Incidents: Through simulated incident response games, Josh demonstrates the critical need for practice in managing real-life cybersecurity incidents, ensuring MSPs are well-prepared for unexpected challenges. * AI and Automation Enhancements: Josh is pioneering AI and automation efforts at centrexIT, aiming to improve internal processes and customer interactions by focusing on efficiency and proactive strategies. * Community Engagement and Sharing: Active participation in the industry and sharing knowledge helps elevate the entire cybersecurity community, aiding others in understanding and navigating the evolving landscape.
Guest Name: Josh Hohbein
LinkedIn page: https://www.linkedin.com/in/josh-hohbein/
Company: centrexIT
Website: https://centrexit.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle welcomes Brendan Giesick, the industrious CRO of Adams Brown Technology. They delve into Brendan's unique journey into the MSP industry, illustrating his transition from a business major with ambitions in retail marketing to a key figure in managed services. Brendan shares insightful anecdotes from his experiences, highlighting the valuable lessons learned from his mentors and career pivots that led him to his current role at Adams Brown.
The conversation unravels the distinctions between established MSP organizations like Gilmore Solutions and the startup environment at Adams Brown Technology. Emphasizing the importance of relationship-building, Brendan discusses how their approach to client onboarding and strategic alignment has been pivotal in their success. Key discussions ensue about the critical need for MSPs to engage with clients' C-suites, paving the way for deeper strategic relationships. The episode also explores the shift towards strategic IT conversations, AI applications, and how these elements are shaping the future of the MSP landscape.
Key Takeaways: * Strategic Client Engagement: Building strategic relationships with clients is essential for long-term success in the MSP industry. Inviting C-suite leaders to the conversation fosters trust and opens doors for meaningful partnerships. * Adapting to Change: Transitioning from an established MSP to a new, growing firm like Adams Brown Technology requires flexibility and a proactive approach to chaos management. * The Power of AI and Compliance: As technology evolves, MSPs must adapt to discussions around AI and compliance to remain competitive and relevant in the industry. * Cultural Readiness for AI: Before implementing AI strategies, organizations must evaluate their cyber hygiene and prepare policies to manage new technological tools responsibly. * Dynamic Sales Leadership: A good sales manager can make all the difference, as evidenced by Brendan's career journey following his mentor, Chris Schneider, across different ventures.
Guest Name: Brendan Giesick
LinkedIn page: https://www.linkedin.com/in/brendangiesick/
Company: Adams Brown Technology Specialists
Website: https://www.adamsbrowntech.com/team/brendan-giesick/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle delves into the evolving role of the VCIO within the managed service provider space, coinciding with a special St. Patrick's Day greeting to viewers. Brian contrasts the often superficial duties of traditional account managers with the strategic, forward-thinking responsibilities critical to the position of a VCIO. The episode emphasizes how MSPs can develop VCIOs not just as technical overseers but as integral business leaders capable of steering organizations through the rapid changes imposed by new technological advancements.
Exploring the anatomy of a successful VCIO, Brian shares insights on moving beyond traditional metrics and reporting. He voices the need for MSPs to transition their VCIO strategies from reactive to proactive, addressing the execution of business alignment and risk mitigation within client organizations. With the rapid advancements in AI technology and ever-pressing cybersecurity concerns, the VCIO's role is under transformation—from mere operational support to pivotal strategic leadership. This means engaging client leadership teams, influencing technology-driven decisions, and being strong business allies capable of fostering growth through technology.
Key Takeaways: * The true role of a VCIO extends beyond being a glorified account manager; it requires strategic business involvement and leadership skills. * A structural shift is necessary for MSPs to enable VCIOs to speak effectively at executive levels and align technology with business goals. * Training and leadership-focused growth are essential for VCIOs to become leaders capable of influencing client decisions and outcomes. * Effective VCIOs engage in meaningful discussions about strategy, budgeting, and risk, focusing on future opportunities rather than past metrics. * Challenges like AI and cybersecurity underscore the importance of a robust VCIO role to guide client organizations through technological evolution.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle sits down with Shane Naugher, a pioneering figure in the world of AI and automation for MSPs. The discussion takes a deep dive into the real-world application of AI, focusing on how it can be utilized to streamline operations and deliver tangible ROI for businesses. Whether you're curious about how AI fits into your MSP strategy or eager to learn about automation opportunities, this episode delivers practical insights into what Shane calls the "mature business model" of MSPs.
As the conversation unfolds, Shane shares his dual expertise as the CEO of DaZZee IT Services and founder of Innovative Automations, offering a rare glimpse into the intersection of AI, automation, and managed services. The episode explores the challenges of integrating AI into everyday business operations, shedding light on how AI-enabled automations can transform traditional processes, particularly in professional services and industries reliant on legacy systems. Shane shares valuable experiences and success stories, highlighting key automation opportunities and the significance of partnering with trusted AI advisors to navigate the rapidly evolving tech landscape.
Key Takeaways: * Practical AI Application: Understanding the difference between shiny AI tools and meaningful automation that drives business outcomes. * Industry-Specific Automation: How different sectors, particularly professional services, can benefit from AI to achieve significant ROI. * The Role of APIs: Leveraging open APIs and traditional RPA platforms for connecting disparate business applications and optimizing workflows. * Partnership Model: The importance of MSPs partnering with AI and automation specialists to provide comprehensive client solutions. * Strategic AI Conversations: Encouraging MSPs to lead AI integration discussions with clients to maintain a competitive edge.
Guest Name: Shane Naugher
LinkedIn page: https://www.linkedin.com/in/shanenaugher/
Company: Innovative Automations / DaZZee IT
Website: https://innovativeautomations.ai/ / https://dazzee.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle on this episode of MSP Business School as he sits down with Doug Kreitzberg from SeedPod Cyber to discuss the intricate world of cybersecurity insurance. Kreitzberg, with a rich background in the insurance industry, explores the dynamic relationship between MSPs and cyber insurance providers. He highlights the importance of having well-designed insurance programs that align with the specific technology and risk environments of SMBs (Small and Medium-sized Businesses). Doug's insights shed light on how MSPs can leverage cyber insurance to build trust and offer more value to their clients.
In this episode, Doug Kreitzberg delves into the complexities of cyber insurance underwriting, emphasizing the role of MSPs in ensuring their clients are adequately protected. He reveals eye-opening statistics regarding insurance claims and the common pitfalls businesses face when they fail to understand the nuances of their coverage. By partnering with firms like SeedPod Cyber, MSPs can better navigate these challenges, offering their clients tailored insurance solutions that account for evolving risks, including the impacts of AI on cybersecurity protocols. Kreitzberg shares the latest trends in the industry, where insurers are starting to offer managed security services, potentially disrupting traditional MSP roles.
Key Takeaways: * Understanding Claims: 44% of cyber incidents result in denied claims due to unmet tech stack requirements, emphasizing the need for comprehensive and precise policy coverage. * MSP Partnerships: Collaborations between MSPs and cyber insurance providers can enhance risk management and simplify the insurance process, benefiting both parties. * Insurer Trends: Some insurance carriers are venturing into offering security services, creating potential conflicts of interest with MSPs. * Risk Evaluations: Tools like the Insurability Audit help MSPs communicate risks and insurance needs more effectively to clients, aligning coverage with actual tech environments. * Fee Income Opportunities: MSPs can benefit financially by incorporating SeedPod's systems, offering audit processes that create additional revenue streams.
Guest Name: Doug Kreitzberg
LinkedIn page: https://www.linkedin.com/in/dougkreitzberg/
Company: SeedPod Cyber
Website: https://seedpodcyber.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle welcomes back industry analyst and media personality Dave Sobel. Known for his critical and transparent approach, Sobel dives into the transformative journey of his recent acquisition, discussing the strategic merger with Carl Polachuk's Small Business Thoughts Community. This episode provides an in-depth look into the dynamics of the merger and acquisition process, touching upon essential topics such as collaboration, community building, and strategic growth within the MSP industry.
During the conversation, Dave Sobel elaborates on the critical importance of transparency and unbiased content in media, specifically within the IT services sector. Sobel shares insights on his approach to acquisitions, emphasizing the value of due diligence, legal consultation, and careful financial planning. By integrating his media expertise with Carl Polachuk's well-regarded community resources, Sobel aims to craft a holistic educational ecosystem for MSPs, stressing the need for adaptation in the face of technological advancements such as AI and automation.
Key Takeaways: * Transparency and community are central to building valuable resources in the MSP space, as demonstrated by Dave Sobel's recent acquisition of the Small Business Thoughts Community. * Transitioning to new business models involves careful strategic planning and risk assessment, including extensive collaboration with legal, financial, and advisory teams. * Embracing new technologies like AI requires a balanced approach, focusing on both technical execution and business strategy to ensure sustainable growth. * Legal and governance aspects are critical when integrating new technological solutions, highlighting the importance of thorough contract reviews and stakeholder alignment. * Building a community that supports the ongoing education and development of MSPs is vital for navigating the constantly evolving tech landscape.
Guest Name: Dave Sobel
LinkedIn page: https://www.linkedin.com/in/davesobel/
Company: MSP Radio
Website: https://mspradio.com
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle introduces Keegan Sullivan, a creative marketing force leading the charge at Threat Captain. The discussion highlights Keegan's unique approach to marketing, emphasizing the importance of storytelling, authenticity, and creative expression in an industry saturated with sameness. Keegan shares his professional journey, from his early days of capturing stories with a camera to his current role, where he uses his talents to demystify complex concepts and build captivating narratives that resonate with audiences.
Throughout the episode, Keegan offers insights into his strategies for making Threat Captain's marketing efforts distinct and memorable. He emphasizes the significance of empathy in storytelling, focusing on understanding the audience's needs and concerns. Keegan also discusses the balance required between professional and personal authenticity on platforms like LinkedIn, encouraging professionals to present their true selves to establish genuine connections. Furthermore, the episode explores Keegan's passion project outside of work—a cigar tracking app called Ashtag—and its journey to the Apple App Store, showcasing his continual drive to innovate and create in various domains.
Key Takeaways: * Empathy in Marketing: Keegan highlights the importance of empathetic storytelling in connecting with audiences, advocating for a focus on understanding the audience's problems and demonstrating genuine interest in solving them. * Authenticity on LinkedIn: Keegan stresses the value of authenticity in professional networking, advising listeners to present their real selves to build trust and stand out in a sea of corporate sameness. * Consistent Branding: The conversation underscores the power of consistent visuals and voice in branding, demonstrated through Threat Captain's recognizable marketing presence. * Diverse Content Strategies: Keegan shares his approach to content creation, emphasizing the need to cater to various audience preferences through different content types, from educational to humorous posts. * Innovation Beyond Work: Keegan's development of the cigar tracking app, Ashtag, exemplifies his entrepreneurial spirit and dedication to solving everyday challenges with creative solutions.
Guest Name: Keegan Sullivan
LinkedIn page: https://www.linkedin.com/in/keegssully/
Company: ThreatCaptain
Website: https://threatcaptain.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle takes listeners through a comprehensive exploration of Technology Business Reviews (TBRs) and their evolving role in the MSP industry. TBRs have shifted from data-heavy presentations to become more strategic and client-focused, addressing clients' growing needs around cybersecurity, compliance, and risk management.
Brian Doyle delves into a structured approach to Quarterly Business Reviews (QBRs), breaking down the process into four distinct phases. Each phase targets specific aspects of technology management—from setting a solid foundation in Q1 to addressing security and risk in Q2, examining health and assets in Q3, and culminating in a year-end summary. By consistently updating scorecards, roadmaps, and strategic plans, MSPs can provide clients with a clearer view of progress and maintain transparency and trust in their business relationships.
Key Takeaways: * Brian Doyle emphasizes the need for MSPs to transition TBRs from sales meetings to strategic planning sessions to better engage clients. * Implementing a quarterly QBR cadence helps in systematically addressing security risks, assets, and compliance, ensuring consistent client engagement. * The joint strategic plan is crucial for aligning technology goals with business objectives, providing clarity on project impacts and fostering better decision-making. * Regular feedback loops, such as CSAT and Net Promoter Score surveys, are vital for maintaining strong relationships with key stakeholders in client organizations. * Documenting risk assessments and client decisions is essential for liability protection and demonstrating value in MSP services.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle interviews Danny Brown, a veteran in the MSP industry who made the transition from a technical background to thriving in sales and business growth. Doyle and Brown delve into the critical changes MSP owners need to adopt for growth, effective sales strategies, and the importance of having the right mindset and processes in place.
Brown discusses his journey from a technical specialist to a business leader, emphasizing the importance of letting go and trusting employees to succeed. The conversation covers actionable insights for MSP owners struggling to build a sales process, highlighting the significance of focusing on ideal client profiles (ICPs) and understanding customer needs. Furthermore, Danny shares his experiences and tips on improving public speaking skills, adapted from his co-authored book "Talk it Up," to help MSP owners better connect and communicate their value.
Key Takeaways:
- Mindset Shift: Embrace an abundance mindset instead of a scarcity one; this shift can lead to letting go and empowering employees.
- Effective Processes: Implement standard operational procedures (SOPs) and proper training mechanisms to foster a trusting and efficient work environment.
- Sales Strategies: Know your ideal client profile (ICP) and build connections rather than pushing for immediate sales. Understand your sales numbers and pipeline metrics to fine-tune your approach.
- Public Speaking: Improve your public speaking skills with nonverbal communication strategies to foster trust and engagement.
- Be Omnipresent: Increase brand awareness by being omnipresent in your industry and participating actively in industry events, conferences, and podcasts.
Guest Name: Danny Suk Brown
LinkedIn page: https://www.linkedin.com/in/dannysbrown/
Company: AppMeetup
Website: https://appmeetup.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of the "MSP Business School" podcast, host Brian Doyle welcomes Craig Stanland for an earnest and enlightening discussion about overcoming adversity and rebuilding one's life after hitting rock bottom. Craig narrates his dramatic story of professional success veering into a catastrophic fraud that led to a prison sentence. This episode offers an inside look at Craig's initial rise in the tech industry, his subsequent downfall, and how he has harnessed this experience to transform into a respectable author and keynote speaker focused on fraud prevention and personal reinvention.
Through an engaging conversation, Craig and Brian explore themes of identity, self-worth, and the dangers of living beyond one's means. They discuss the concept of the "fraud triangle" and how perceived need, opportunity, and rationalization can lead someone down a path of wrongdoing. Craig provides insight into his reinvention journey, highlighting pivotal moments such as his mentor's advice to view his future as a "blank canvas." Leveraging his journey, Craig illustrates how individuals can transform their lives by embracing creation over chasing material success and serving a purpose greater than themselves.
Key Takeaways: * Perceived Needs and Identity: Craig sheds light on how living a lifestyle to fill perceived inadequacies and unworthiness led to a series of irreversible choices. * Understanding the Fraud Triangle: The discussion delves into the fraud triangle concept, examining how perceived need, opportunity, and rationalization play critical roles in unethical decisions. * Embracing Reinvention: Craig believes in the power of starting anew, viewing setbacks as opportunities to paint a new "blank canvas." * Transformation and Purpose: Discover how connecting, creating, and contributing can lead to a fulfilling life with a meaningful impact. * Taking Responsibility: Craig's story underscores the importance of owning one's choices to gain freedom from past mistakes and create a brighter future.
Guest Name: Craig Stanland
LinkedIn page: https://www.linkedin.com/in/craigstanland/
Company: Reinvention Architect Advisors LLC
Website: https://craigstanland.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of the MSP Business School podcast, Brian Doyle welcomes customer service guru Vance Morris, a former Disney executive, to explore the intersection of Disney's world-class customer service methodologies and their application to various business models. With a focus on customer success—a topic often overshadowed yet crucial in building and maintaining great businesses—Vance articulates his transition from Disney to entrepreneurship, crafting experiences that lead to customer loyalty and retention. His expertise shines as he discusses the simple yet effective strategies any business can implement to enhance their customer interaction.
Vance outlines how businesses can infuse Disney's attention to detail and customer engagement tactics into their own operations. By sharing his journey from Disney to running a carpet cleaning business targeting affluents, he exemplifies how to create premium customer experiences. Concepts like consistency in service, customer respect through simple gestures, and strategic touchpoints for referrals are delved into with practical insights. Listeners will discover how Morris adeptly transformed seemingly mundane service processes into memorable experiences that boost referrals and customer satisfaction. His stories of success underline the importance of meticulous planning and execution when designing customer interactions.
Key Takeaways: * Customer Experience is Key: Drawing from Disney principles, consistently elevate everyday interactions to build stronger customer relationships. * Meticulous Attention to Detail: Like Disney's operations, businesses should focus on flawless execution in all aspects of customer experience, from attire to follow-up processes. * Engineered Referrals: Proactively structure referral opportunities to encourage word-of-mouth marketing, rather than leaving it to chance. * Tailoring Unique Experiences: Adapt successful customer engagement strategies to fit the unique ethos of your business as Vance did in his carpet cleaning venture. * Simple Gestures, Big Impact: Basic principles like punctuality, live communication, and simply doing what you claim can significantly enhance customer trust and loyalty.
Guest Name: Vance Morris
LinkedIn page: https://www.linkedin.com/in/vancemorris/
Company: Deliver Service Now institute
Website: https://deliverservicenow.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this enlightening episode of MSP Business School, host Brian Doyle engages with Taiye Lambo, an expert outside the traditional MSP community, to delve into the burgeoning world of AI. Introduced as a crucial discourse surrounding artificial intelligence, the conversation captures Taiye's insights on the myriad ways AI can be implemented responsibly, focusing on his Project Cerebellum initiative. Taiye Lambo's distinctive experiences, from his early days as an IT manager in the UK to his current work in AI governance, serve as a backdrop for this intriguing discussion.
Throughout the episode, Taiye elaborates on the complexities of AI integration in modern technology, emphasizing the need for a balanced approach between innovation and risk management. The conversation encompasses discussions about frameworks like the NIST AI RMF and emerging regulations, such as the Texas Responsible AI Governance Act (TRAIGA). Taiye's passionate advocacy for harmonizing global AI standards and promoting an efficient, secure, and ethical approach to AI adoption is laid bare, making this episode a valuable listen for those invested in technology ethics and cybersecurity.
Key Takeaways: * AI Integration Complexity: The expanding role and potential challenges of AI in tech sectors necessitate a thoughtful approach to integration, prioritizing innovation without compromising security. * Risk Management Balance: Organizations must evaluate their position on the innovation curve, balancing between leading-edge and laggard tendencies depending on their risk appetite. * Regulatory Insight: The importance of aligning with frameworks like NIST AI RMF to meet emerging state-level AI regulations, as exemplified by Texas's upcoming AI governance law, is highlighted. * Project Cerebellum's Mission: Taiye introduces his initiative's mission to harmonize AI best practices across global standards, offering practical tools and frameworks like the TAMEScore platform. * Future of AI Governance: Encouragement for stakeholders to proactively engage with AI technologies, understanding the dual impacts, both beneficial and risky, of thes
Guest Name: Taiye Lambo
LinkedIn page: https://www.linkedin.com/in/taiyelambo/
Company: Holistic Information Security Practitioner Institute (HISPI)
Website: https://www.hispi.org/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle is joined by Sam Glynn—a notable figure in the GRC landscape—to pull back the curtain on the intricacies of compliance within MSPs. Sam Glynn shares his wealth of expertise from a career that has advanced from IT management in financial services to becoming a specialist in cybersecurity and compliance. Listeners are introduced to the significance of GRC, particularly how MSPs can align themselves with increasing regulatory demands while fostering profitability and customer satisfaction.
The episode delves into the hurdles MSPs face when confronted with compliance audits and assessments. Sam explains how MSPs can view these assessments as opportunities to strengthen client relationships and increase revenues rather than as adversarial encounters. With an emphasis on understanding the framework alignment and the nuanced art of risk management, the conversation underscores the importance of embracing these challenges to enhance services and outcomes. The episode wraps up with a focus on Sam's advisory role, offering a perspective that's both realistic and strategic for organizations striving to improve their security posture.
Key Takeaways: * Understanding GRC: Sam Glynn illustrates how MSPs can navigate Governance, Risk, and Compliance to achieve compliance while maintaining profitability and improving service delivery. * Partnering for Success: Enlisting experts like Sam can transition an MSP's role from a mere service provider to a strategic partner capable of advising clients on risk management and compliance. * Framework Alignment & Risk Management: Embrace the interpretive nature of risk management processes, focusing on impacts and likelihoods to develop robust and tailored security strategies. * Regulatory Insights: Compliance is not solely about meeting regulatory requirements; MSPs must also consider best practices for comprehensive security that addresses today's threats. * VCISO Clarity: The role of a virtual Chief Information Security Officer (VCISO) extends beyond IT technicalities to include governance, risk management, and strategic alignment with organizational objectives.
Guest Name: Sam Glynn
LinkedIn page: https://www.linkedin.com/in/samglynnie/
Company: Secure and Assure
Website: https://secureandassure.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of the MSP Business School, host Brian Doyle is joined by Ian Richardson of Fox and Crow to discuss the critical topic of growth for Managed Service Providers (MSPs) and common sales pitfalls. Ian shares his journey from the founding to the eventual sale of his MSP and highlights key lessons learned from mistakes in outbound sales practices. The conversation delves into the scientific approach and data-driven insights that can help MSPs overcome the stagnation typically faced once initial networks and referrals are exhausted.
The discussion focuses on the importance of consistent outbound activity and effective communication with prospects to maintain growth momentum. Ian emphasizes personal interactions over relying solely on technology and automation, advocating for a "dial the phone" strategy to reach potential clients and gather valuable insights. Additionally, Ian introduces Instinct, a software solution developed at Fox and Crow that leverages data from millions of outbound dials to provide MSPs with competitive intelligence and performance diagnostics. The episode concludes with strategic advice for MSPs to shape their sales.
Key Takeaways:
- Understand MSP Sales Challenges: Ian Richardson shares his insights on the common missteps and challenges faced by MSPs when it comes to sales and growth.
- Embrace Outbound Consistency: The importance of consistent and targeted outbound calling is stressed as a crucial component to generating new leads and appointments.
- Leverage Competitive Intelligence: Using competitive insights and data analytics can help MSPs position themselves favorably in the market and respond proactively to competitors' actions.
- Invest in Training and Systems: Effective sales processes require dedicated time, training, and the right tools to support sales reps and optimize outcomes.
- Utilize Technology Wisely: While technology and analytics are useful, Ian stresses the need to prioritize personal interactions and relationships in business development.
Show Website: https://mspbusinessschool.com/
Guest
Name: Ian Richardson LinkedIn page: https://www.linkedin.com/in/ianalexanderrichardson/ Company: Fox & Crow Website: https://www.foxcrowgroup.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
In this enlightening episode of MSP Business School, host Brian Doyle sits down with Brian Hoppe to dig deep into the dynamic world of Managed Service Providers. With decades of experience under his belt, Hoppe shares invaluable insights on navigating the tricky terrain of business growth, from the nascent stages to gearing up for exit strategies. The discussion opens up at IT Nation, a gathering close to Hoppe's heart for its opportunities to reconnect and expand within the MSP community, setting the stage for a conversation rich in experience and industry insight.
Tackling the trajectory from startup to maturity, the duo explores crucial strategies for MSPs. Brian Hoppe emphasizes understanding financial fundamentals early on, like gross margin and EBITDA, which are vital for eventual scalability and exit readiness. He stresses the importance of evolving from a tech-oriented approach to a shareholder mindset, which ensures MSPs are not only viable but thriving engines of innovation and profit. This thought leadership episode is a treasure trove for MSPs at any stage of their journey, especially those eager to future-proof their operations amid constant technological evolution.
Key Takeaways: * Understand Financial Metrics: Early understanding of key financial metrics, such as gross margin and EBITDA, is essential for sustainable business growth in the MSP industry. * Shift to a Shareholder Mindset: Transitioning from a technician-oriented mindset to a shareholder's perspective can dramatically reshape businesses' value creation and growth strategies. * Develop a Sales Engine: Scaling successfully involves moving beyond owner-led sales to building a robust growth engine that isn't dependent solely on referrals. * Focus on Leadership Development: As businesses grow, establishing a second tier of leadership and fostering a mature, scalable organization becomes crucial. * Prepare for Exit Early: Exit strategies should be planned early in the business life cycle, ensuring maximum valuation and smooth transitions when opportunities arise.
Guest Name: Brian Hoppe
LinkedIn page: https://www.linkedin.com/in/brianhoppe/
Company: Brian Hoppe Coaching
Website: https://brianhoppe.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle welcomes guest Bobby Jacobs from Thread, an AI-driven service delivery platform. Their discussion centers around Bobby's journey to becoming a leader at Thread, his entrepreneurial background, and the continuous evolution within the MSP community driven by AI technological advancements. As they reminisce about their recent meetup at IT Nation, Bobby sheds light on how Thread has grown beyond just a typical service provider to being an innovator mentioned for changing service delivery paradigms with AI.
Bobby Jacobs explores the shifting landscape of MSPs, emphasizing the importance of automation and self-service capabilities in service desks. He notes the criticality of adapting to changes driven by AI, which enables MSPs to streamline operations and improve service quality while maintaining competitive pricing. With AI technologies allowing automation of mundane tasks, Bobby argues that MSPs should embrace these changes or capitalize on the current peak in MSP valuations to sell. Brian and Bobby further highlight the potential for MSPs to transform and deliver even deeper value to customers through these innovative solutions.
Key Takeaways: * Adapting with AI: Embracing AI in service delivery is a growing necessity, enabling MSPs to streamline operations, reduce costs, and improve service quality. * Change in Metrics: Traditional metrics like endpoint-to-technician ratios are being redefined by AI, necessitating changes in service desk strategies for better efficiency. * Sales Enablement: Bobby highlights the importance of grooming MSP sales teams to accurately scope opportunities and communicate AI benefits to end customers. * Embracing Innovation or Exit: MSPs should either embrace AI-driven changes or consider selling while valuations are high, as standing still is not an option. * Exciting Opportunities: There is great potential for MSPs to innovate and deepen their customer relationships by focusing on AI-driven solutions.
Guest Name: Bobby Jacobs
LinkedIn page: https://www.linkedin.com/in/bobbyjacobs/
Company: Thread
Website: https://www.getthread.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle welcomes Dave Maik from Valley Mail. The conversation dives into the evolution of technology and security solutions within the MSP space, highlighting how Valley Mail is addressing the growing need for robust email security protocols. Dave sheds light on his journey through various tech transformations since the mid-90s, emphasizing the morphing of traditional computing into cloud-based solutions and the critical role of MSPs in maintaining security.
The discussion provides an insightful overview of the current challenges businesses face, particularly with the recent enforcement of email security protocols by major providers like Google and Microsoft. Dave explains how these changes necessitate the implementation of DMARC, SPF, and DKIM protocols to ensure emails reliably reach their intended recipients without getting flagged. Emphasizing the importance of selecting the right security stack, Dave points out the risks of overspending on unnecessary solutions and introduces Valley Mail's automated solutions designed for ease and efficiency.
Key Takeaways: * Evolution of IT Security: Technology has rapidly evolved, morphing from basic computing to the complexities of cloud-based solutions, necessitating strong security frameworks. * Email Security Protocols: Recent updates by Yahoo, Google, and Microsoft require businesses to implement DMARC, SPF, and DKIM protocols to ensure email deliverability and authenticity. * Valley Mail Solutions: Valley Mail offers user-friendly and cost-effective solutions to assist MSPs in configuring and maintaining essential email security settings efficiently. * Assessing Security Needs: MSPs are encouraged to evaluate their security solutions carefully, using tools and resources like Valley Mail's free Monitor product to analyze their current state. * Community Engagement: Dave Maik remains committed to educating and assisting MSPs in selecting and deploying the right security solutions without unnecessary complexity or cost.
Guest Name: Dave Maik
LinkedIn page: https://www.linkedin.com/in/davemaik/
Company: Valimail
Website: https://www.valimail.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle welcomes Beau Butaud from Render Compliance. Beau shares his insights on navigating the complex world of SOC 2 compliance, emphasizing the importance of aligning SOC 2 audits with customer requirements and industry standards. With the rising demand for security and compliance in the MSP community, this episode is a deep dive into the nuances of governance, risk, and compliance that are critical for businesses handling sensitive data.
The conversation begins with Beau's professional journey, highlighting his decision to establish Render Compliance to improve audit processes. The discussion transitions into practical insights on preparing for SOC 2 audits, where Beau advises on the significance of understanding scoping requirements and differentiating between Type 1 and Type 2 examinations. The episode further explores the pivotal role of policies and the evolving tech landscape's impact on data governance, offering listeners valuable perspectives on building effective controls and managing compliance challenges. Brian and Beau's dialogue underscores the strategic importance of SOC 2 readiness and operational excellence in safeguarding client data and reinforcing trust.
Key Takeaways: * Understanding SOC 2 Importance: Businesses should pursue SOC 2 compliance to meet client demands and protect sensitive data, with a clear understanding of the requirements and benefits. * Audit Scoping: Defining a precise scope is crucial to ensure an effective SOC 2 audit process, and may involve a mix of system scopes and control definitions tailored to business operations. * Policy Evolution: Regular policy reviews are essential to align with technological changes and ensure that data management practices remain relevant and effective. * Collaborative Auditing: A good auditor provides guidance on expectations and gaps, enabling businesses to implement necessary changes and achieve compliance. * Boutique Audit Advantages: Working with smaller firms like Render Compliance offers personalized service focused on quality and efficiency, helping first-time SOC 2 participants navigate the process smoothly.
Guest Name: Beau Butaud
LinkedIn page: https://www.linkedin.com/in/beaubutaud/
Company: Render Compliance
Website: https://rendercompliance.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of the MSP Business School podcast, host Brian Doyle welcomes Jesse Miller from PowerPSA Consulting to discuss the importance and structuring of vCISO programs in MSPs. Jesse shares his journey from a CISO of an MSP to founding PowerPSA Consulting, emphasizing the need for MSPs to offer vCISO services to enhance client value and expand recurring revenue. This engaging discussion explores the primary hurdles MSPs face in implementing and monetizing these services, delivering actionable insights and practical advice for listeners.
Jesse Miller elaborates on how MSPs can become proactive by incorporating vCISO programs into their offerings. He highlights the significance of market research to tailor these programs to client needs and explains the importance of detailed client interviews for developing unique value propositions. The conversation dives deep into key issues like effectively packaging and pricing vCISO services, the role of cyber insurance in driving the demand for these services, and leveraging vCISO offerings as a strategy to outpace competitors. Jesse's experiences and advice provide a roadmap for MSPs aiming to build successful vCISO programs.
Key Takeaways: * Monetizing VCISO Programs: It's crucial for MSPs to effectively package and promote vCISO services, positioning them as essential rather than optional to clients. * Market Research and Target Clients: Conducting detailed interviews with existing clients helps in creating a tailor-made vCISO program that aligns with client needs and expectations. * Cyber Insurance as a Catalyst: Rising demands from cyber insurance work as a significant factor pushing the necessity for robust vCISO programs. * Opportunity for Growth: vCISO services can be an entry point into new markets and clients, offering a competitive edge over other MSPs. * Elevating Strategic Partnerships: Providing vCISO services allows MSPs to transition from being viewed as commodities to strategic partners with their clients.
Guest Name: Jesse Miller
LinkedIn page: https://www.linkedin.com/in/secopswarrior/
Company: PowerPSA Consulting
Website: https://powerpsa.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle on the latest episode of MSP Business School, where he sits down with Zulfiya Forsythe from the Omaldi Group. Zulfiya shares her experience entering the MSP sector and how accidents in work collaborations often create remarkable opportunities for business growth. As a data analytics expert, she discusses how her partnership with MSPs enhances client satisfaction by offering data-driven insights and AI-based automation.
In this episode, Zulfiya Forsythe delves into the world of AI, exploring its vast capabilities and addressing common business challenges. Emphasizing the practicality of AI beyond the buzz, she explains how AI can be leveraged to improve business processes and addresses why automation is sometimes a more appropriate solution. Zulfiya highlights some of her successful AI integrations, including Vicki, an AI-powered voice agent that minimizes call management issues, and the Foreman Agent, a tool enhancing data access efficiency for construction companies and municipal operations.
Key Takeaways: * Zulfiya Forsythe has successfully integrated AI and automation into business processes, highlighting the partnership between AI-driven tools and traditional business operations. * Discussing her agent Vicki, Zulfiya demonstrates how AI aids in managing customer service by answering calls and integrating data into client systems, subsequently increasing client retention and efficiency. * The Foreman Agent exemplifies AI's capacity to streamline data retrieval by transforming extensive historical data into easily accessible insights, revolutionizing industries like construction. * AI should not be confused with simple automation; while both improve processes, AI brings the ability to understand and process natural language, enhancing communication efficiency. * A strategic approach to AI and automation can significantly optimize operations, allowing business leaders to focus on core business strategies while maintaining quality and service standards.
Guest Name: Zulfiya Forsythe
LinkedIn page: https://www.linkedin.com/in/zulfiya-forsythe-akbarova-cpa-0214b98/
Company: Omadi Group
Website: https://omadligroup.com
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle on the MSP Business School podcast as he delves into the essential strategies for MSPs aiming for a successful business exit. Brian is joined by expert guest Josh Kotler from Canyon Point, who shares insights into the world of mergers and acquisitions (M&A) and offers invaluable advice for MSPs contemplating their exit strategies. This episode will guide you through the stages and steps necessary to enhance your exit and achieve the most rewarding outcome.
Kotler emphasizes the importance of reaching a $4-10 million revenue mark for MSPs. He explains that this growth is essential for significant enterprise value creation, which is crucial for attracting higher multiples at the time of sale. Through his experience, Kotler also provides a glimpse into how MSPs can transform from owner-centric operations to scalable businesses. Listeners will gain insights into how to optimize financial management, improve operational efficiencies, and leverage peer networks to thrive and prepare for future transitions.
Key Takeaways: * Importance of Scaling: Kotler advises that MSPs should aim to reach at least $4 million in revenue to ensure a meaningful and profitable exit. * Role of the Owner: Reducing the owner's involvement in daily operations increases business independence, enhancing the overall value during a sale. * Building Financial Health: Maintaining robust financials and proper KPI tracking is crucial for demonstrating business maturity to potential buyers. * Seek Guidance: Joining peer groups or consulting with experienced professionals can provide the insights needed for successful business evolution. * Intentional Planning: It's vital for MSP owners to be proactive, starting their exit planning well in advance to optimize opportunities for successful transactions.
Guest Name: Josh Kotler
LinkedIn page: https://www.linkedin.com/in/joshkotler/
Company: Canyon Point Technologies
Website: https://canyonpoint.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle converses with Alex Farling, a notable name in the Managed Service Provider sector. The discussion revolves around Alex's rich professional journey, from his early days in corporate training to managing an MSP, and eventually co-founding Lifecycle Insights. The conversation highlights how current trends, specifically AI, are forging new paths for MSPs to transition into strategic advisors, rather than purely technical service providers.
Focusing on the rise of AI and its influence in the MSP landscape, Alex elucidates how technology is providing unprecedented opportunities for businesses to streamline operations without jargon-laden pitches. He delves into his latest venture, Empath, which aims to aggregate and centralize thought leadership and learning within the MSP industry. By cultivating a platform for continuous learning, Alex and his team aim to equip MSPs with the tools needed to grow and adapt in the fast-evolving tech environment. The episode is a treasure trove of insights for MSPs seeking to differentiate themselves in a highly competitive market.
Key Takeaways: * AI as a Catalyst: AI offers a unique chance for MSPs to become true strategic advisors, helping businesses streamline operations without using overly technical language. * Decentralized Thought Leadership: Empath focuses on creating a centralized learning platform, aggregating insights from various thought leaders to guide MSPs in diverse areas beyond just cybersecurity. * Transparency and Accountability: Alex stresses the importance of scorecards in driving team success and keeping everyone aligned toward shared goals. * Empath's Innovative Approach: By collaborating with vendors and MSP insiders, Empath is building a comprehensive educational platform that supports progressive learning paths for MSP professionals. * Continuous Growth and Learning: The episode underscores the value of ongoing training and accountability in transforming MSPs and helping them achieve excellence.
Guest Name: Alex Farling
LinkedIn page: https://www.linkedin.com/in/alexjfarling/
Company: Empath
Website: https://empathmsp.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle sits down with George Mellor, founder of VCIO Growth, to discuss transforming the roles of Virtual Chief Information Officers (VCIOs) within Managed Service Providers (MSPs). The conversation shines a light on the evolving landscape of QBR processes and the critical need for VCIOs to focus on client business outcomes rather than mere technical metrics. George shares insights from his journey in the MSP space, offering expertise on enhancing client relationships and maximizing business value.
Throughout this episode, listeners are invited to explore how MSPs can avoid the commodity trap by emphasizing strategic client interactions. George discusses the pitfalls of focusing QBRs on ticket numbers and refresh cycles, urging a shift towards aligning technology initiatives with the client's business objectives. The discussion also delves into the potential of AI in MSP operations. By initiating AI conversations with clients, MSPs can harness new opportunities for business growth and demonstrate their value as trusted advisors in the tech space. This episode is packed with practical advice and innovative strategies for MSPs looking to enhance their VCIO capabilities.
Key Takeaways: * VCIOs need to focus on the client's business objectives rather than just showcasing technical achievements. * Effective QBRs should integrate a strategic narrative that aligns with the client's long-term goals and business outcomes. * AI presents a significant opportunity for MSPs to innovate and lead conversations with clients about technology governance and security. * By engaging in deeper strategic dialogues, MSPs can transition from being seen as vendors to becoming integral business partners. * Fractional VCIO services can bridge knowledge gaps and prepare MSPs for more effective client interactions, ultimately driving business growth.
Guest Name: George Mellor
LinkedIn page: https://www.linkedin.com/in/george-mellor-kloudreadiness/
Company: vCIO Growth
Website: https://vciogrowth.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of "MSP Business School," host Brian Doyle welcomes Janessa Soucy, a vital part of the vCIO Toolbox team, to delve into the critical role of partner success in client retention. As Brian highlights the value of nurturing existing client relationships over acquiring new ones, Janessa offers her insights and experiences from transitioning from teaching to the MSP sector. Together, they explore how a partner success role can significantly impact an organization's client engagement and retention strategies.
Throughout the conversation, Brian and Janessa underscore the importance of maintaining client relationships to minimize churn rates, a common industry challenge. Janessa shares her learnings and experiences from her first six months in the MSP industry, highlighting the proactive steps taken by vCIO Toolbox to refine client engagement practices. With relevant SEO keywords such as "client retention," "MSP industry," "partner success," and "customer satisfaction," this episode offers valuable guidance for MSPs looking to strengthen their client bonds and achieve sustained growth through improved customer success initiatives.
Key Takeaways: * Customer Success Investment: The value of investing in a dedicated partner success role can greatly enhance client retention and satisfaction by facilitating better client understanding and service offerings. * Cost Efficiency in Retention: Retaining an existing customer is five to seven times more cost-effective than acquiring new clients, making client retention strategies crucial for sustained growth. * Leveraging Surveys and Feedback: Deploying tools like customer satisfaction surveys helps gather essential client feedback, informing strategies to improve service delivery and address customer needs proactively. * Operational Consistency: Consistently engaging with clients through mediums like newsletters and consistent touchpoints can enhance visibility and client connection. * Education and Outreach: Providing educational content, resources, and training not only empowers clients but also strengthens their trust and dependence on the service provider.
Website: https://www.inforcer.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com
In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Michael George from Syncro MSP to delve into the exciting developments in the managed service provider industry. Michael, a notable figure in enterprise tech, shares his journey from serving large enterprise suites to leading innovative MSP initiatives. This episode explores his strategic insights and the transformation of Syncro into a formidable player equipped to serve both emerging and established MSP markets.
The conversation centers around the cutting-edge innovations happening at Syncro, particularly their expansion strategies and deep diving into Microsoft management integration. Michael discusses the strategic enhancements that Syncro is implementing to simplify technologies like Microsoft for smaller businesses. Key topics include the invaluable role of private equity in tech growth, the critical nature of reducing tech stack complexity, and Syncro's foresight into future-proofing MSP operations through advanced RMM and PSA solutions. He also highlights the challenges and opportunities faced by MSPs in 2023, positioning Microsoft as a critical partner in addressing these dynamics.
Key Takeaways: * Syncro MSP aims to revolutionize management for small to medium businesses by enhancing Microsoft integrations and simplifying their usage. * Michael George emphasizes the importance of pursuing long-term strategies for MSPs, urging them to avoid short-term tool-switching for more sustainable growth. * Private equity plays a dual role in spurring innovation and potentially stifling it with debt-driven business models, impacting many tech companies today. * Enterprises should optimize labor and tech stacks to achieve greater efficiency, rather than focusing solely on cost reductions. * Michael underscores the necessity for next-generation platforms to meet the evolving needs of the MSP industry, highlighting Syncro's role in promoting these advancements.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle in this enlightening episode of MSP Business School as he unpacks the burgeoning potential of artificial intelligence in transforming the Managed Service Provider landscape. Doyle offers a deep dive into how MSPs can leverage AI to enrich client relationships and optimize business operations. This episode acts as an essential guide for MSPs striving for innovation and meaningful customer impacts.
Gain insights into AI-powered customer support, an underutilized yet crucial tool for delivering 24/7 service experiences in small to mid-sized businesses. Doyle emphasizes the importance of integrating AI chatbots for boosting customer satisfaction and streamlining operations, particularly during peak business seasons. From predictive analytics to seamless marketing automation and cybersecurity, he carefully outlines how AI can address current gaps and lay the groundwork for more proactive and automated approaches within MSPs and their clients. Drawing on real-world scenarios, Doyle illustrates how AI can provide actionable insights, ensure cybersecurity readiness, and enhance productivity through workflow automation.
Key Takeaways: * AI-Powered Customer Support: Leverage AI chatbots to provide immediate customer service, enhancing satisfaction and operational efficiency. * Predictive Analytics and Business Insights: Use AI in conjunction with BI tools to uncover trends and optimize inventory and marketing strategies. * AI-Driven Marketing Automation: Implement AI to personalize marketing efforts, supporting continuous engagement and maximizing ROI. * Enhancing Cybersecurity: Employ AI tools to detect and counter threats, ensuring robust protection for small business clients. * Workflow Automation: Identify repetitive tasks ripe for AI automation, freeing up human resources for higher-value work.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle explores the dynamics of breaking into enterprise markets with expert guest Rob Warshaw. With his extensive experience in the Fortune 10 healthcare industry, Rob offers invaluable insights into how MSPs can navigate the complexities of engaging large-scale organizations. This episode presents a deep dive into the strategic steps needed to penetrate the enterprise segment, emphasizing the significance of understanding the customer and nurturing long-term relationships.
The conversation begins with touching on the necessity for MSPs to understand the distinctive nature of enterprise clients compared to smaller-scale businesses. According to Rob and Brian, those targeting the enterprise sector should anticipate a long, yet rewarding journey involving arduous procurement processes and often extended sales cycles. The episode discusses critical elements such as aligning technological solutions effectively with client needs and setting realistic timelines to ensure a successful entry into the enterprise marketplace.
Key Takeaways: * Understanding the Client's Needs: Companies must prioritize understanding the specific problems their enterprise clients face and demonstrate a clear capability to solve these problems. * Relationships Matter: The importance of having a strategic, long-term relationship rather than just a transactional approach cannot be overstated. Establishing trust and proving genuine interest in the client's industry are vital. * Sales Cycle Realities: Preparing for an extended sales process is crucial, as closing deals in the enterprise sector often demands patience and strategic planning. * Preparation is Key: Enterprises appreciate vendors who exhibit preparation, industry awareness, and tailored solutions, which are often more valued than mere enthusiasm or innovation claims. * Pitfalls to Avoid: Misalignment between client needs and vendor capabilities can be a quick disqualifier. Vendors need to avoid appearing naive or uninformed about the client's industry and challenges.
Guest Name: Rob Warshaw LinkedIn page: https://www.linkedin.com/in/robwarshaw/
Company: DigiStratEx
Website: https://digistratex.com/
Host: Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor: vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, hosted by Brian Doyle, listeners are introduced to CJ Arlotta, an expert in public relations with a rich background in journalism and communications. The episode promises valuable insights into how MSPs (Managed Service Providers) can effectively engage with the press and media, a crucial yet often overlooked aspect of business growth and visibility. CJ, with his extensive experience, shares practical advice on positioning MSPs as thought leaders and utilizing strategic PR efforts to enhance brand visibility.
Throughout the conversation, CJ emphasizes the importance of cultivating relationships with journalists and understanding the narrative needed to capture their interest. He provides detailed strategies on how MSPs can become credible sources for media outlets by consistently offering value through insights and expertise. Furthermore, CJ discusses the role of a PR consultant in bridging the gap between MSPs and media, outlining how specialized knowledge in verticals like IT and hospitality can significantly boost a company’s media presence. This episode is packed with actionable tips for MSPs seeking to enhance their media engagement and establish themselves as industry leaders.
Key Takeaways: * Relationship Building: Engage with journalists beyond the times you need coverage by offering insights and positioning yourself as a resource. * Understanding Media Needs: Tailor your pitches to align with the journalist's current focus and the publication's audience. * Strategic PR Initiatives: Employ PR specialists to navigate media landscapes effectively and ensure consistent messaging across all media platforms. * Leveraging Content: Use media appearances and content creation as tools to establish credibility and thought leadership within your industry. * Emerging Opportunities: Utilize emerging podcasts and local media to reach niche audiences and potential clients effectively.
Guest Name: CJ Alotta LinkedIn page: https://www.linkedin.com/in/cjarlotta/
Company: CJ Media Solutions, LLC
Website: https://cjmediasolutionsllc.com/
Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Sponsor: vCIOToolbox: https://vciotoolbox.com
In this illuminating episode of "MSP Business School," host Brian Doyle is joined by industry expert Todd Kane for a deep dive into the innovative world of Managed Service Providers (MSPs). Todd Kane discusses his early foray into the MSP domain and the wealth of experience he's gathered over the years. Listeners are taken on a journey through Todd's impressive career, from his beginnings as a young consultant in the tech field to his impactful roles at leading MSP companies like Longview Systems and Fully Managed.
Through a data-driven and operationally focused lens, Todd sheds light on the challenges facing MSPs today, such as hypergrowth management and leadership development. The discussion emphasizes the significance of internal promotions and operational standardization to maintain a sustainable growth trajectory. Kane also addresses the critical factors an MSP needs to consider for organizational efficiency, demonstrating how the right KPIs and supportive leadership can drive substantial improvements in operational performance. Additionally, Todd explains how his consultancy endeavors, like the Service Manager Boot Camp, aim to equip MSPs with the necessary tools and training for efficient operations and effective leadership.
Key Takeaways: * Todd Kane emphasizes the importance of promoting leadership from within, focusing not just on senior technical ability but on holistic managerial and people skills. * Operational standardization both in technical deliverables and internal processes is crucial for an MSP's success, helping eliminate chaos and ensure a predictable workflow. * Effective management requires setting clear expectations, ongoing support and training, and optimal prioritization of tasks. * Building and maintaining a healthy business culture is a proactive journey, reliant on deliberate leadership actions and adherence to core organizational values. * Continuous operational assessment and strategic client management, including the bold step to "fire" unsuitable clients, are fundamental for long-term success and profitability in the MSP landscape.
Guest Name: Todd Kane LinkedIn page: https://www.linkedin.com/in/toddakane/
Company: Evolved Management Consulting
Website: https://www.evolvedmgmt.com/
Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Sponsor: vCIOToolbox: https://vciotoolbox.com
In this engaging episode of "MSP Business School," host Brian Doyle chats with David Shultis, who shares unique insights from his dual role as an MSP leader and a university professor. Shultis delves into his journey from working in customer service to founding Red Panda Systems, an MSP recognized for its exceptional client-centric approach and comprehensive cybersecurity solutions. This episode brings out David’s dedication to teaching and his proactive efforts in shaping cybersecurity education at UNLV.
Throughout the conversation, Shultis emphasizes the importance of integrating top-notch customer service with technical expertise. Keywords like "cybersecurity," "MSP solutions," and "customer experience" are prominent as the discussion turns to how organizations can stay competitive amidst evolving threats. David shares practical approaches to risk management and education, highlighting the importance of real-world experience in fostering cybersecurity skills. Discover how Red Panda Systems and its commitment to community involvement exemplify innovative practices in the business landscape.
Key Takeaways: * Service Excellence: Providing top-tier customer service creates a unique distinction in the competitive MSP landscape. * Cybersecurity Education: Real-world experience is crucial, and educational institutions like UNLV are leading the way in practical cybersecurity training. * Community Engagement: Volunteering and community involvement are essential components of a thriving business strategy. * Career Development: Investing in employee education not only boosts individual growth but enhances organizational success. * Business with a Purpose: Understanding both the technological and business aspects of cybersecurity helps drive successful outcomes.
Guest Name: David Shultis LinkedIn page: https://www.linkedin.com/in/redpanda-systems/
Company: Red Panda Systems
Website: https://redpandasystems.com/
Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Sponsor: vCIOToolbox: https://vciotoolbox.com
In this engaging episode of the MSP Business School podcast, host Brian Doyle reconnects with Jake Carroll, a recognized voice in the MSP sphere, currently spearheading innovative initiatives at Inforcer. Jake shares his extensive insights on AI enablement and how AI is transforming the MSP landscape, particularly through security applications and policy management within Microsoft 365. In a world where technology is continuously evolving, this episode poses essential discussions on leveraging AI tools to optimize efficiency and improve market reach.
The conversation dives deep into how inforcer positions itself in the market by aiding MSPs in configuring and maintaining secure Microsoft 365 environments. Jake elaborates on the significance of Microsoft 365 security in underpinning AI readiness for SMBs and details how MSPs can grow and solidify their relationships with clients by tackling pressing issues like AI security. Core themes explored include the interplay between AI adoption and business risk management, showcasing how MSPs can capitalize on these developments to enhance client interactions and service delivery.
Key Takeaways:
- AI is being increasingly used in the MSP industry for content creation, enhancing efficiency and streamlining communication tasks.
- inforcer aids MSPs by managing and securing Microsoft 365 environments, emphasizing the importance of security as fundamental for AI readiness.
- MSPs are encouraged to focus on understanding clients’ business models, critical workflows, and how technology can address business risk and efficiency.
- With AI tools like Microsoft Copilot becoming integral, MSPs need to adopt and adapt to these technologies to provide enhanced client service.
Leveraging AI and content repurposing strategies can greatly improve MSPs’ marketing output and client engagement tactics. Guest Name: Jake Carroll LinkedIn page: https://www.linkedin.com/in/jake-carroll-3855977/ Company: inforcer Website: https://www.inforcer.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com
MSP Business School 289 subscribers Analytics Edit video 0 Share Promote In this episode of MSP Business School, host Brian Doyle dives into what it means to be a modern-day Managed Service Provider (MSP). With a strong emphasis on adapting to the rapidly changing landscape of IT, Brian identifies the key areas where MSPs can evolve to meet contemporary challenges. The discussion covers critical topics such as involvement in line-of-business applications, embracing artificial intelligence, maintaining robust security practices, and forging strategic customer relationships. Brian starts by drawing parallels between today's MSPs and "modern-day warriors," whose mission is to protect data from cyber threats. He highlights the shift from traditional IT services to a more strategic approach that incorporates business intelligence and application-driven insights. As the tech landscape evolves with AI and cloud solutions, MSPs must engage proactively with these advancements to stay relevant. Brian provides actionable strategies to do so, stressing the importance of understanding customers' line of business applications and mastering AI tools. He presents tools like Whisper Flow and Jasper AI as examples of how technology can improve efficiency and customer engagement. As security remains a vital pillar, MSPs should focus on the outcomes of security measures rather than the intricacies of their tech stack. Key Takeaways: * Modern-Day MSPs: The episode emphasizes the evolution of MSPs into strategic partners who must protect and manage data flows proficiently. * Strategic Customer Engagement: Encourages MSPs to understand customers' business goals and align IT services accordingly to facilitate ROI-driven outcomes. * AI Integration: Suggests incorporating AI forward, not first, by leveraging tools like Whisper Flow and Jasper AI to improve business processes and enhance customer solutions. * Security Prioritization: Reinforces the importance of shifting focus from the stack's technicalities to the tangible security outcomes for customers. * Future Readiness: MSPs should prepare for the AI-driven future by developing AI policies and understanding industry-specific AI tools.
Notable Quotes: * "We've all become modern-day warriors at this stage… being a modern-day warrior doesn't mean that we carry a shield and a sword anymore. It really means that we're protecting data." * "Your customer, as much as you do, doesn't care about your stack…they just want to know that they have the tools to protect them.
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"The people across the table from you are business people. They are not IT people."
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"It's not just about having an AI tool, but it's how you can imply implement it into a process for application providers like me."
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"If we're able to show something on the risk register and we can show the impact and likelihood being pretty high, we know what systems it's touching."
Resources: * Whisper Flow: Tool for voice-to-text conversion. * Jasper AI: AI-driven platform for marketing teams to optimize content creation. * Decipher AI: An application that aids in generating social media posts and blog content from video material
Show Website: https://mspbusinessschool.com Host Brian Doyle: / briandoylevciotoolbox Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, host Brian Doyle engages in a compelling conversation with Chris Johnson from GTIA about the upcoming Channel Con event and the importance of the GTIA Cybersecurity Trust Mark. Doyle shares his excitement about Channel Con being an excellent opportunity to network with vendors, customers, and partners in an educational and social environment. The discussion shifts focus to the GTIA Cybersecurity Trust Mark, where Chris elaborates on its significance in helping MSPs evidence their cybersecurity posture.
The episode dives into the nuanced aspects of compliance, governance, and cybersecurity maturity. With an emphasis on understanding frameworks like the Trust Mark, both Brian and Chris highlight how they offer a structured way for MSPs to demonstrate their cybersecurity resilience and improve their internal processes. They discuss the real-world implications of policies, evidence collection, and the importance of embracing governance for long-term business viability. The episode serves as a wealth of insights into strategic business practices that bolster security and trust.
Key Takeaways: * GTIA Cybersecurity Trust Mark: An initiative aimed at enhancing MSPs’ cybersecurity resilience through compliance and governance best practices. * Channel Con Event: An upcoming conference facilitating networking and education among MSPs and their partners, held in Nashville. * Importance of Governance: Governance must align with leadership and strategy to ensure effective cybersecurity implementation. * Assessment Process: Understanding and preparing for cybersecurity assessments is crucial for MSPs to effectively demonstrate their security posture. * Industry Collaboration: The Channel Con event exemplifies the collaborative spirit of MSPs and vendors working together towards industry betterment.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Guest Name: Chris Johnson LinkedIn page: https://www.linkedin.com/in/chrisjohnson1337msp/
Company: GTIA Website https://gtia.org/
In this enlightening episode, Brian Doyle delves into the often-misunderstood world of strategic planning in customer success. While many in the industry are just starting to embrace strategy as a novel concept, Brian brings clarity and depth to the conversation by distinguishing between tactical and strategic initiatives. A frequent fixture on LinkedIn, Brian uses his platform to express his views on thriving as a service provider and how to leap from mere problem-solvers to proactive business partners.
Focusing on building joint strategic plans with customers, Brian underlines the importance of understanding client goals and challenges to foster trust and collaboration. The episode highlights the nuances of technology roadmaps, warning against the oversimplification of categorizing them as strategic plans. Instead, it critiques this oversimplification as a failure to advance business outcomes. Detailed discussions cover how service providers can become indispensable by connecting technology services with client business goals, outlining the necessity of evolving as management consultants to enhance client relationships and secure long-term partnerships.
Key Takeaways: * Differentiating strategic initiatives from tactical tasks is crucial for service providers aiming to align closer with customer goals. * Building joint strategic plans with customers helps establish a productive and transparent partnership, allowing for better alignment on shared goals. * Understanding and utilizing current technologies can create low-cost, high-impact improvements in client operations, fostering trust. * Reinforcing strategies with clear, cause-and-effect scenarios increases the perceived value and importance of proposed solutions. * Ensuring customers are positioned as the hero in their stories, with service providers acting as expert guides, strengthens long-term relationships.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging session, Brian Doyle delves into the art of conducting effective Technology Business Reviews (TBRs) for MSPs. With insights drawn from his years of experience, Brian highlights the top five mistakes to avoid in TBR delivery, ensuring that these interactions build stronger client relationships and drive business value. Through this coaching session, Brian equips IT professionals with actionable strategies to improve their client communication and presentation techniques. Brian outlines the critical importance of assembling the right stakeholder mix in TBR meetings, emphasizing roles such as financial executives and line-of-business managers. He cautions against common pitfalls like inconsistent data presentation and overly technical jargon that can derail the effectiveness of these sessions. By articulating clear business-to-technology alignments, Brian underscores how MSPs can transform TBRs into strategic planning opportunities that resonate with clients' business drivers and objectives. The session is not just about troubleshooting; it's about paving a path for effective engagement with key decision-makers and enhancing the consultative value offered to clients. These insights are vital for any MSP looking to solidify their position as a trusted advisor in the eyes of their clients.
Key Takeaways
- Stakeholder Engagement: Successfully conducting TBRs requires engaging the right mix of stakeholders, including C-level executives and line-of-business managers, to ensure comprehensive strategic alignment.
- Meeting Management: Establish clear agendas and maintain focus, preventing clients from derailing meetings with unrelated issues, thus preserving the session's strategic objectives.
- Consistency and Clarity: Deliver consistent, non-technical data across meetings to help clients track progress and understand the strategic value being delivered.
- Business-Technology Alignment: Clearly communicate how technology initiatives align with business goals, offering clients a straightforward view of potential ROI and strategic benefits.
- Leveraging Relationships: Cultivate relationships with decision-makers by positioning yourself as a partner in achieving their strategic priorities.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this episode of MSP Business School, Brian Doyle dishes out a raw and insightful exploration of business reviews within the MSP industry. Addressing a trending topic on LinkedIn, Brian questions why strategic business reviews are suddenly being regarded as novel. By revisiting the foundational purpose of Business Reviews, he seeks to realign them with their intended strategic nature. Through this episode, Brian emphasizes how MSPs can harness effective roles such as VCIOs, account managers, and customer success reps to better execute these reviews.
Brian discusses the importance of establishing strategic business reviews that prioritize client outcomes over mere sales efforts. He highlights how a truly strategic QBR can transform client relationships, enhance retention, and open avenues for new revenue opportunities. Throughout the episode, Brian reiterates the critical role of VCIOs in marrying technical insights with business strategies to deliver meaningful value to customers. By focusing on understanding a client's goals, challenges, and overall business objectives, MSPs can create and present tailored roadmaps that align with strategic initiatives.
Key Takeaways: * Strategic business reviews should focus on client outcomes and long-term goals rather than solely attempting to drive immediate sales. * The roles of account managers, customer success reps, and particularly VCIOs are crucial in conducting effective strategic business reviews. * A successful QBR involves understanding the client's business challenges, goals, and aligning proposed solutions with these strategic objectives. * Consistently delivering fresh insights and updating meeting cadences can revitalize client engagement and involvement in their business reviews. * Demonstrating risk, ROI, and the tangible benefits of proposed projects can significantly reduce sales friction and enhance client decision-making processes.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
In this insightful episode, Brian Doyle leads a detailed examination of VCIO and fractional VCIO services, much to the benefit of Managed Service Providers (MSPs) looking to expand their leadership roles. By delving into strategies that elevate MSPs beyond standard practices, Brian showcases how these roles fulfill a crucial need for innovation and cybersecurity adherence in businesses lacking internal CIOs. Throughout the discussion, he shares how fractional VCIO services present new opportunities for MSPs to charge for deeper strategic services.
Through the lens of his extensive 17-year experience in the MSP industry, Brian reveals the pitfalls MSPs often face by offering comprehensive VCIO services without sufficient compensation. By detailing the distinctions between traditional technology business reviews and the strategic integration potential of fractional VCIO, Brian provides a roadmap for MSPs to enhance their customer relations while capturing new revenue streams. He also explores the importance of understanding client operations and the collaboration required across all organizational levels to effectively implement these services.
Key Takeaways: * VCIO as a Service Benefits: Discover the essential role of VCIO and fractional VCIO services in bridging strategic leadership gaps within businesses, pushing beyond typical QBR obligations. * Monetizing Strategic Services: Brian explains how MSPs can successfully transition from free service delivery to a revenue-generating fractional VCIO model. * Customer Engagement and Strategy: Learn how to engage with key customer stakeholders across varying levels, ensuring alignment of technology strategies with business objectives. * Building Effective Packages: Insights into creating tiered service packages that scale with client needs, potentially unlocking new revenue for MSPs. * Common Pitfalls: Guard against common errors in providing uncompensated services, ensuring profitability while maintaining high-value client relationship
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Delve into the intricacies of Technology Business Reviews with host Brian Doyle on MSP Business School. Explore how these reviews have evolved and learn innovative strategies for engaging clients amid data overload. Brian outlines a quarterly approach to QBRs, focusing on core reviews, security, health, and a year-end summary. Discover how to create joint strategic plans, assess risks, and gather valuable feedback from stakeholders. This episode is essential for MSPs looking to refine their client engagement strategies and optimize their review processes.
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Joel Cahill LinkedIn page: https://www.linkedin.com/in/joel-cahill/
Company: INFIMA Security Website: https://infimasec.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
In this engaging episode of MSP Business School, hosted by Brian Doyle, listeners are introduced to Joel Cahill, co-founder of Infima, a cybersecurity company grounded in behavioral science. With Brian navigating through a scratchy voice due to Connecticut's pollen season, the discussion takes a dive into Joel's transition from a high-paced Wall Street career to steering a company aimed at refining security awareness training. This career leap was not just a change of industry but also a melding of unique backgrounds with Joel's trading insights meeting his co-founder's cybersecurity prowess from his time working with the Department of Defense.
The conversation unpacks the application of behavioral science in both finance and cybersecurity, revealing insights into why people often react impulsively to potential phishing threats and how proper training can counteract these tendencies. Joel elucidates on the creation of Infima's automated security training solutions, shedding light on how these solutions reduce the strain on MSPs while empowering employees to become vigilant cyber defenders. This process doesn't just bolster cybersecurity but significantly adds value for MSPs looking to deepen their impact and effectiveness within their clientele.
Key Takeaways: * Behavioral Science in Cybersecurity: Joel explains the crossover of behavioral science principles from his trading experience to enhancing security awareness training. * System 1 and System 2 Thinking: The episode dives into Kahneman's concept of System 1 and System 2 thinking and its relevance to cybersecurity training, particularly in phishing awareness. * Company Culture and Cyber Awareness: Encouragement of a supportive company culture where employees are empowered to report mistakes promptly to mitigate cyber risks. * Fully Automated Security Solutions: Infima's innovative approach to providing an automated and fully managed security awareness training platform for MSPs. * The Value of Communication: Stressing the importance of MSPs effectively communicating with clients to bring value through understanding and overcoming cybersecurity challenges.
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Jim Houghton LinkedIn page: https://www.linkedin.com/in/jameshoughton/
Company: JCMR Technology Website: https://jcmr.net/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
In this latest episode of MSP Business School hosted by Brian Doyle, listeners are introduced to Jim Houghton, the COO of JCMR. This engaging conversation dives into Jim's extensive 34-year journey within the IT sector. Listeners gain insights into his various roles, from engineering to consulting, and some of the critical lessons he has learned managing both startups and roles within Fortune 500 companies. Doyle and Houghton explore the evolution of technology within companies, touching on the influence of technological advancements on business processes.
The episode provides an in-depth look at the differences between operating within large corporations and MSPs. Jim brings to light the challenges of aligning resources and sales strategies to a company's operational scale and skillset. Key discussions also include leveraging AI and automation for business transformation, understanding customer needs, and moving beyond the allure of “shiny toy syndrome” in tech. With both profound insights and pragmatic advice, this episode is a treasure trove of knowledge for those navigating the IT and MSP landscape.
Key Takeaways: * Differentiating Corporate and MSP Operations: Understand how the dynamics and processes in MSPs differ drastically from those in large corporate settings, with an emphasis on sales cycles and resource management. * Technology Evolution in Business Processes: Explore how emerging technologies, especially AI, should be strategically aligned with current business goals to enable process disruption and innovation. * Customer-Centric Solutions: Successful MSPs tailor their offerings, addressing real customer pain points and avoiding the trap of technology for technology’s sake. * Learning from Experience: Jim shares valuable lessons on adaptability and career progression, emphasizing the importance of being a lifelong learner and adapting to industry changes. * Balance in Solutions: Navigating client engagements by delivering manageable and scalable tech solutions little by little, rather than overwhelming them with more than they can handle both financially and operationally.
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Matt Yesbeck LinkedIn page: https://www.linkedin.com/in/mattyesbeck/
Company: Yesteck Website: https://yesteck.io/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
In this insightful episode of the MSP Business School podcast, host Brian Doyle welcomes Matt Yesbeck, a seasoned IT professional and entrepreneur who has carved a unique path in the managed service provider (MSP) industry. Yesbeck shares his journey from years spent in IT, through various corporate roles, to founding Yesteck IT Services and the innovative platform MSPX. This platform aims to streamline the process of buying and selling MSP contracts, unlocking new growth opportunities for MSP businesses.
Highlighting the challenges many MSPs face, Yesbeck discusses how the idea for MSPX was born out of necessity. His son, tasked with pruning customers that no longer fit their business model, discovered the lack of a centralized place to divest these contracts efficiently. Yesbeck explains how MSPX is set to revolutionize the industry by providing a trusted marketplace backed by escrow transactions and AI-driven contract evaluations. This not only facilitates easier contract transfers but also ensures secure buyer-seller interactions, promising a value-based approach to expanding one's MSP business portfolio.
Key Takeaways: * Innovative Path to MSPX: Matt Yesbeck shares his unique career transition from IT technician to business owner and innovator in the MSP sector. * Marketplace Solution: MSPX provides a platform for MSPs to buy and sell contracts, addressing a previously unmet need in the industry. * Secured Transactions: The marketplace offers escrow-backed transactions to ensure confidence and security in the transfer of MSP contracts. * Growth Opportunities: MSPX offers smaller MSPs a unique avenue for growth, facilitating easier access to new contracts and clients. * Business Flexibility: The platform's features, such as revenue-based financing, empower smaller MSPs to expand without traditional financial constraints.
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Dustin Puryear LinkedIn page: https://www.linkedin.com/in/dustinpuryear/
Company: Giant Rocket Ship Website: https://giantrocketship.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
In this episode of MSP Business School, host Brian Doyle is joined by Dustin Puryear of Giant Rocketship to delve into effective solutions for enhancing service delivery within MSP operations. Dustin shares his journey from managing an MSP to developing a vendor product that addresses the industry’s common pain points. The conversation focuses on how Giant Rocketship innovates ticket management and service coordination through automation, reducing backlog and improving client satisfaction.
Dustin Puryear explains the genesis of Giant Rocketship as a response to the inefficiencies he noticed in ticket management during his MSP tenure. By automating the dispatch and prioritization of tasks, Rocketship helps MSPs manage workloads more effectively, saving time and resources. Dustin highlights the importance of focusing on the volume of work rather than ticket numbers, a common oversight in service delivery operations. With trends towards AI and automation, the discussion underscores the evolving nature of MSP business models and the necessity of adapting to new technologies.
Key Takeaways:
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Streamlining Operations: Giant Rocketship automates the dispatch process, helping MSPs reduce ticket backlogs and improve service efficiency.
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Prioritization Through Automation: By prioritizing tickets based on SLA, customer impact, and team capabilities, the system ensures that urgent tasks are addressed promptly.
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Cost-Effectiveness: Implementing automation can help MSPs reassign resources and potentially reduce staffing needs, significantly improving ROI.
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Evolving Perceptions: Dustin emphasizes shifting from ticket-focused to activity-focused operations to enhance service delivery and customer satisfaction.
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Industry Trends: The adoption of AI and automation in MSPs is reshaping traditional service delivery models, necessitating a more strategic approach to technology and resources.
Sponsor vCIOToolbox: https://vciotoolbox.com
Insightful coaching session with Brian Doyle from VCIO Toolbox, listeners are introduced to the concept of "Governance as a Service" and how it can significantly impact and enhance the Managed Service Provider ecosphere.
Brian explains the importance of governance in the security and compliance sectors, particularly in building a cybersecurity culture that increases cyber insurance viability and meets regulatory requirements.
With the rising attention to governance in updates from frameworks like NIST CSF and CIS, organizations need a structured approach to ensuring cybersecurity and compliance efficacy.
Throughout the episode, Brian discusses the essential components of an effective governance service including policy development, risk management, compliance monitoring, and data governance. He accentuates the role of MSPs in facilitating these processes, helping clients navigate regulatory landscapes such as CMMC, HIPAA, and ISO standards. Listeners will learn valuable strategies for enhancing client MSP relationships through stakeholder engagement, training, and continuous improvement, ultimately driving new recurring revenue streams for their business. Tools like VCIO Toolbox’s Cybranch GRC platform are highlighted for their efficacy in supporting these initiatives.
Key Takeaways:
- Governance as a Critical Component: Governance plays a crucial role in cybersecurity, facilitating compliance, reducing audit workloads, and mitigating security risks, making it a valuable service offering for Managed Service Providers (MSPs).
- Evolving Regulatory Landscape:** Frameworks like NIST CSF 2.0 and CIS have shifted focus heavily towards governance, underscoring the importance of having robust governance systems to adhere to compliance requirements.
- Continuous Improvement and Client Engagement: Proactively maintaining policies, engaging with multiple stakeholders, and fostering a cybersecurity culture can streamline governance processes and strengthen client relationships.
- Maximizing MSP Tools and Resources: Utilizing technologies and frameworks effectively can help ensure clients meet their cybersecurity objectives with increased efficiency.
Emerging Opportunities in Vendor Management: MSPs can further integrate governance services by managing vendor and supplier risks, providing comprehensive security and compliance solutions to clients. Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Welcome to another engaging episode of MSP Business School, where your host Brian Doyle dives into the pressing issue of cyber insurance claims, which shockingly sees over 40% rejected, posing significant threats to businesses. In this fireside chat, Brian navigates through the core challenges MSPs face when dealing with cyber programs for their customers, urging them to build robust security and governance frameworks to minimize risks and ensure their claims are payable during security incidents.
In this episode, the transcript illuminates how MSPs can enhance their cybersecurity offerings by focusing on accurate application processes, comprehensive policies, and improved risk management strategies. By implementing frameworks like NIST CSF or CIS, MSPs can better serve clients, ensuring that gaps are identified, and risks mitigated effectively. Brian stresses the value of multifaceted cybersecurity programs, from human capital considerations to architecture, tools, and advisory services, offering insightful strategies to build resilient client partnerships and establish themselves as trusted advisors in the C-suite.
Key Takeaways: * Cyber insurance claims see a 40% rejection rate, often due to inaccuracies in insurance applications. * Creating a culture of cybersecurity through detailed policies, user training, and risk assessment is crucial for businesses. * MSPs are encouraged to adopt a governance layer, leveraging frameworks like NIST CSF, to facilitate comprehensive risk management profiles. * Emphasizing the role of VCISO, MSPs should assist clients in developing strategic cyber programs addressing architecture, tools, training, and compliance. * Ensuring robust incident management and cybersecurity defense programs can safeguard against both immediate threats and long-term reputational damage.
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Larry Meador LinkedIn page: https://www.linkedin.com/in/larrymeador/ Company: Cavelo Website: https://cavelo.com Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
In this episode of MSP Business School, host Brian Doyle engages in a vibrant conversation with Larry Meador from Cavelo. Brian touches on his past experiences and insights into the MSP space, setting a friendly and informative tone for the discussion. Meanwhile, Larry shares his rich career journey, shedding light on the lessons learned and transformations observed in the industry over the years. The episode explores Larry's transition through different roles and companies, concluding with his current position at Cavelo, where he is instrumental in their mission to redefine attack surface management. Larry Meador delves into Cavelo's core functionalities and the significance of its platform in addressing the complexities of modern MSP environments. He emphasizes the shift towards comprehensive data management, identity access management, and asset discovery as key elements in an MSP's cybersecurity framework. Larry highlights the growing importance of understanding the whereabouts of sensitive data and the increasing demands of cyber insurance protocols. This episode is packed with valuable insights into leveraging technology for compliance and security optimizations, sustaining a trusted adviser role in the MSP sphere.
Key Take Aways: :
- Larry's Career Path: With over 20 years in the MSP space, Larry Meador enriches the discussion with his extensive background and transitions through various roles leading up to Cavelo.
- Cavelo's Platform: Cavelo offers an attack surface management platform focusing on data discovery, asset discovery, identity access management, and vulnerability management for MSPs.
- Increased Compliance Needs: The conversation underscores how compliance and cyber insurance requirements are reshaping the responsibilities and capabilities of MSPs.
- MSP as Trusted Advisors: Larry points out the evolution of MSPs into roles similar to management consultants, emphasizing proactive data and security management.
- Industry Evolution: Addressing the broader industry shifts post-COVID, the discussion draws parallels with past trends, setting the stage for the future of MSP services. Sponsor vCIOToolbox: https://vciotoolbox.com
Join Brian Doyle on the MSP Business School podcast as he has a fireside chat with Frank Raimondi from Nodeware. This episode provides an engaging exploration of the critical importance of cyber hygiene for businesses heading into the new year.
It highlights the evolving responsibilities of MSPs in the cybersecurity landscape. As Frank delves into the intricacies of effective cybersecurity strategies, he also shares news about his new podcast venture, "Frankly Speaking," bringing fresh perspectives to existing and potential Nodeware users.
In this insightful episode, listeners will gain valuable knowledge about essential measures for reinforcing cybersecurity, including vulnerability management, multi-factor authentication (MFA), email security, and security awareness training.
Emphasizing the importance of proactive cyber hygiene, Raimondi speaks to the expanding role of penetration tests and third-party risk assessments. The conversation also touches on the growing necessity for MSPs to guide their clients through the changing cybersecurity terrain, with businesses realizing the significant risks posed by inadequate security measures. This episode is rich with strategies to boost security postures and reduce potential liabilities.
Key Takeaways: * Cybersecurity as a Priority: Implementing strong cyber hygiene is crucial for businesses to safeguard against claims rejections and ensure better engagement with their customers. * Proactive Measures: Tools like vulnerability management, MFA, and security awareness training play a significant role in reducing cybersecurity risks. * Human Factor in Cybersecurity: Emphasizing the cultural shift towards cyber awareness and making staff a key line of defense against potential threats. * Value of Penetration Testing: MSPs are encouraged to offer penetration testing to evaluate and reinforce their clients' existing cybersecurity measures critically. * Expansion of Cyber Services: MSPs have lucrative opportunities by adding more robust and comprehensive cybersecurity services based on emerging threats and client demands.
Show Website: https://mspbusinessschool.com/
Guest
Name: Frank Raimondi LinkedIn page: https://www.linkedin.com/in/frankraimondi/ Company: Nodeware Website: https://nodeware.com
Host
Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Episode Summary:
In this insightful episode of MSP Business School, Brian Doyle engages with Andrew Hartman, the founder of Time Boss, to delve into the intricacies of effective time management.
The conversation highlights common pitfalls in managing time and stress, particularly in high-demand environments like MSPs, where technical founders often struggle with overwhelming tasks. Andrew shares his personal journey through oppressive stress, which even affected his health, and how he developed strategies that became foundational to his company, Time Boss.
Andrew discusses the essence of managing chaos and the uniqueness of Time Boss, a system developed over a decade to bridge the gap between pressing daily demands and sustainable productivity. Key themes include the importance of carving out time for priorities amidst chaos, the impact of stress on creativity and performance, and the need for a structured framework to navigate daily tasks effectively.
By adopting the Time Boss methodology, MSPs can expect a notable increase in productivity and personal peace, achieving a balanced work-life dynamic.
Key Takeaways:
- Separate Chaos from Priorities: Andrew emphasizes the need to allocate time for both chaos and strategic priorities to manage overwhelming workloads effectively.
- Habit Change is Essential: Andrew stresses that improving time management involves altering long-standing habits and embracing new approaches to workload management.
- Unified Team Approach: By incorporating a shared language for time management within teams, organizations can enhance coordination and empathy among team members.
- Time Overlap Awareness: Understanding comeback time and multitasking effects on productivity can reclaim lost hours and increase focus on core tasks.
- Reality-Based Time Planning: Andrew advises that recognizing time's limitations helps in strategic adjustments to align tasks with available resources.
Guest Name: Andrew Hartman
LinkedIn page: https://www.linkedin.com/in/andrewhartman/ Company: Time Boss Website: https://www.timeboss.us/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/ Guest Name: Jonathan Schofield LinkedIn page: https://www.linkedin.com/in/johnathan-schofield/ Company: Channel Falcon Website: https://www.channelfalcon.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ In this episode of MSP Business School, host Brian Doyle converses with Jonathan Schofield of Channel Falcon. As a prominent figure in the MSP community, Schofield shares his journey from technology sales into his pivotal role within the managed service provider space. Highlighting the significance of building a recognizable brand through consistent messaging and strategic outreach, Jonathan emphasizes the necessity of authentic connections for accruing mental real estate and driving business success. |Jonathan delves into the concept of mental real estate, illustrating its critical role in MSP growth strategies. Suggesting that traditional marketing approaches don't always translate into the IT services sector, he champions the power of authentic, physical human interactions as a means to earn prospective customers' trust. Throughout the conversation, Schofield offers insights on leveraging existing client relationships, networking locally, and the value of engaging in community-centric initiatives to elevate business visibility. His unique perspective is drawn from firsthand experiences and his ongoing work with Channel Falcon, where he seeks to create an economy of trust for businesses seeking reliable MSPs. Key Takeaways:
- Mental Real Estate: Building mental real estate through authentic connections is crucial for MSPs to stand out among prospective clients.
- Networking: Engaging in local networking is a powerful strategy; proximity and personal interactions outweigh traditional marketing methods in the IT service industry.
- Iterative Development: Seeking client feedback prior to launching new initiatives ensures relevance and increased engagement.
- Service Responsibility: MSP growth is the sole responsibility of its leadership, emphasizing the importance of proactive and strategic outreach.
- Channel Falcon Vision: Jonathan's vision for Channel Falcon involves creating a trust-based network that facilitates secure and efficient MSP-client connections.
Sponsor: vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Alex Ivanov LinkedIn page: https://www.linkedin.com/in/alex-ivanov-5018b429/ Company: Accellis Website: https://www.accellis.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Welcome to the latest episode of MSP Business School, featuring Alex Ivanov from Accellis. In this engaging session, host Brian Doyle and Alex explore the evolving role of the Virtual Chief Information Officer (vCIO) within the MSP realm, particularly in the context of Technical Business Reviews (TBRs). Alex shares his wealth of experience in MSP practice, elucidating the journey from an engineering background to leading a client strategy team at Accellis.
Through candid conversation, this episode delves into how vCIOs act as client advocates, focus on trust-building, and help demystify the technology landscape for businesses.
The discussion navigates the nuanced responsibilities of vCIOs and the inherent need to balance technology recommendations with business goals. Alex emphasizes the importance of establishing trust, likening the vCIO role to being both advisor and partner to clients, especially in industries like legal services replete with type-A personalities.
The conversation further highlights the significance of strategic preparation in client relationships, fostering clearer communication, and demystifying cybersecurity risks to empower informed business decisions. Join this insightful session to gain a deeper understanding of navigating complex client dynamics and enhancing MSP client engagement.
Key Takeaways:
- vCIOs must prioritize trust and client advocacy, focusing on strategic guidance rather than sales.
- Building strong, trust-based relationships with clients is essential for long-term success in MSP engagements.
- Preparation and understanding client motivations are crucial, especially when dealing with type-A personalities like legal professionals.
- Regular, non-sales-focused TBRs can enhance client trust and reveal deeper business needs.
- vCIO roles are evolving to include more emphasis on cybersecurity awareness and client education.
Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of MSP Business School, host Brian Doyle introduces Dror Liwer, co-founder of Coro, to dive into the arena of cybersecurity for MSPs (Managed Service Providers).
As the holiday season emerges, there's a significant emphasis on drawing the curtains on 2023 with fortified security strategies. Dror shares Coro's approach to simplifying cybersecurity for small and mid-sized businesses by optimizing MSP capabilities through a robust, single-pane management platform.
The episode explores Coro's unique positioning in the cybersecurity sphere, highlighting their seamless integration approach to mitigate sunk costs and training burdens faced by MSPs. Drawing keen attention to Coro’s strategic alignment with MSPs, Dror discusses their modular cybersecurity platform that addresses six critical security domains, thus redefining efficiency and cost-efficacy in the cybersecurity landscape.
The session also covers how Coro’s solutions facilitate easier transitions to managed services, allowing MSPs to maintain flexibility while expanding their security offerings.
Key Takeaways:
- Coro's modular cybersecurity platform streamlines security management across six key areas, helping MSPs provide comprehensive protection with minimal sunk costs.
- Leveraging a single endpoint agent, Coro offers seamless integration, allowing IT administrators—regardless of their cybersecurity expertise—to operate efficiently from day one.
- The growing necessity for robust cybersecurity solutions is recognized as a primary driver for MSP growth, with security services forming a key part of customer retention and acquisition strategy.
- Dror emphasizes the importance of MSPs tapping into the rapidly expanding SMB cybersecurity market, projected to quadruple by 2028.
- Coro offers a partner-focused approach, including white-label managed services, to empower MSPs in building and scaling their cybersecurity offerings
Show Website: https://mspbusinessschool.com/
Guest Name: Dror Liwer LinkedIn page: https://www.linkedin.com/in/drorliwer/ Company: Coro Website: https://www.coro.net/ Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest
Name: Brian Guenther LinkedIn page: https://www.linkedin.com/in/brianwguenther/ Company: Exceed Cybersecurity & I.T. Services Website: https://www.exceeditmd.com/ Host
Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Brian Guenther is a seasoned cybersecurity expert and the founder of Exceed Cyber. With over 26 years of experience in the IT and cybersecurity industry, Brian started his career by building PCs and gradually transitioned into IT franchise ownership. He founded Exceed Cyber in 2017, focusing on helping businesses navigate the complex landscape of cybersecurity compliance, specifically for those with federal contracts mandated by regulations such as CMMC, SoC2, and ISO 27001.
His deep understanding of governance, risk, and compliance processes makes him a valuable asset for companies needing to secure their operations against current cyber threats.
Episode Summary:
In this enlightening episode of MSB Business School, host Brian Doyle sits down with cybersecurity expert Brian Guenther to discuss the nuances of the Cybersecurity Maturity Model Certification (CMMC). As regulations around cybersecurity become more stringent, especially for defense contractors, understanding CMMC's requirements and implications is crucial. Brian Guenther, with his wealth of experience, dives into the evolution of CMMC, highlighting its origins, the essential controls necessary for compliance, and the critical role MSPs play in this landscape.
The discussion delves into how CMMC has become a focal point for organizations dealing with controlled unclassified information (CUI) and why being prepared for compliance is vital. Brian Guenther emphasizes the importance of proactive engagement in compliance processes, illustrating how MSPs can leverage their positioning by becoming CMMC-certified to differentiate themselves in the marketplace. He also sheds light on the geopolitical nuances affecting these regulations and how changes in political leadership might influence—but not diminish—the momentum towards stricter cybersecurity standards for federal contractors.
Key Takeaways: * CMMC is paramount for defense contractors: Understanding and implementing CMMC is crucial as it enforces standards that contractors should have been following since 2017. * Compliance does not equal security: While security frameworks like NIST 800-171 underpin CMMC, compliance serves as an initial checkpoint rather than the full spectrum of cybersecurity. * MSPs must prepare adequately: Even though MSPs are not directly required to certify under CMMC, being prepared and knowledgeable is crucial for assisting clients. * Cyber liability is a key driver: Insurance and regulatory requirements are pushing businesses to adopt more sophisticated cybersecurity measures. * Proactive steps are essential: Waiting for enforcement isn't viable; MSPs and their clients should start their compliance journey immediately.
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Zack Keeney LinkedIn page: https://www.linkedin.com/in/zacharykeeney/ Company: TriUnity Strategies Website: https://triunitystrategies.com/ Host
Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ In this engaging episode of MSP Business School, host Brian Doyle talks with Zack Keeney from Triunity Strategies. Zack shares his inspiring journey from growing up in a challenging environment to excelling in the corporate world with Domino's, where he developed robust operational and leadership skills. This episode unpacks Zack's life experiences and his passion for empowering others through Triunity Strategies, a company focused on providing leadership and skill development programs at no cost to individuals.
The conversation further explores the significant gaps in training within the MSP sector and how Triunity Strategies aims to bridge these through strategic business support and personal development initiatives. Zack elaborates on his approach to fostering skills within the community, targeting those from various backgrounds, and creating better pathways for professional growth. This episode focuses on addressing common challenges MSPs face, like resource allocation, and Zack's philosophy of placing "aces in their places" for enhanced operational efficiency.
Key Takeaways:
- Leadership Development Programs: Triunity's initiatives draw inspiration from industry programs like those at Domino's, offering free leadership and skills development opportunities to empower individuals.
- Addressing Skills Gaps: The MSP industry struggles with a disparity between available skills and market needs, and Zack's company works to bridge this gap by equipping clients with vital skills.
- Understanding Work Environment Dynamics: Zack emphasizes the importance of a supportive work culture that values employees, citing it as crucial for retention and worker satisfaction.
- Empowering MSPs in Growth: Triunity Strategies offers strategic solutions for MSPs, helping improve operations, structure, and team accountability, thereby fostering sustainable growth.
- Innovative Community Empowerment: By creating programs aimed at educating and empowering individuals from varied socio-e
Sponsor
vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Dan Tomaszewski LinkedIn page: / dantomaszewski Company: Everything MSP Website: https://everythiingmsp.com Host Brian Doyle: / briandoylemetathinq Welcome to the latest episode of the MSP Business School Podcast featuring Brian Doyle and guest Dan Tomaszewski from Everything MSP. Listeners will be captivated by the dynamic conversation that flips the usual script—a reflection on the shared experiences of being both the interviewer and the interviewee.
Brian and Dan delve into the evolution of MSPs and highlight the critical need for community among them through initiatives like Everything MSP. Dan shares his entrepreneurial journey from high school businesses to founding an MSP, painting a vivid picture of his career rooted in technology and marketing.
The episode is brimming with insights into the MSP community's response to the COVID-19 pandemic. Emphasizing community strength, Dan talks about launching Everything MSP to facilitate discussion and growth for MSPs worldwide. From WTF Wednesdays to A Very Merry MSP Holiday, Everything MSP is presented as an invaluable resource for IT professionals seeking collaboration and innovation.
Throughout the episode, SEO-optimized discussions touch on key MSP challenges, the concept of "coopetition" in the IT space, and strategies for fostering a collaborative environment in the rapidly evolving tech landscape. Key Takeaways:
- Entrepreneurial Roots: Dan Tomaszewski's journey from school-time businesses to leading an MSP highlights the importance of passion for technology and entrepreneurship.
- Community Impact of Everything MSP: The COVID-19 pandemic underscored the role of Everything MSP in providing daily support and resources, evolving into a thriving hub for MSP collaboration.
- Benefits of Collaboration: The episode emphasizes "coopetition," where MSPs and vendors help each other grow through sharing knowledge and collaboration.
- Resources for MSPs: Everything MSP offers various free resources such as peer group discussions, educational webinars, and networking opportunities to empower MSPs.
- Engaging Events: Initiatives like WTF Wednesdays provide MSPs with crucial insights into legal, marketing, sales, and more, while A Very Mer
Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Paul Daigle LinkedIn page: https://www.linkedin.com/in/pauldaigle100/ Company: BizAdvisoryBoard Website: https://bizadvisoryboard.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Brian Doyle is joined by Paul Daigle from bizadvisoryboard.com to discuss navigating the MSP landscape. Paul shares insights on transitioning from a VAR to an MSP, growth through acquisitions, and the importance of specialization in markets. They delve into the challenges of scaling MSP businesses, focusing on moving through financial peer groups, and understanding business valuation. Paul introduces tools to help MSPs assess their business worth and provides guidance on accelerating growth. This episode is packed with practical advice for MSP owners aiming to enhance their strategic direction and value. Sponsor vCIOToolbox: https://vciotoolbox.com
In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Doug Kreitzberg of SeedPod Cyber as a Pitch IT finalist. Doug, joined by recurring guest and ConnectWise Evangelist, Sean Lardo and his coach Matt Koenig, a PitchIT finalist with Nodeware. They discuss the significance of cyber insurance within the MSP space. Brian humorously acknowledges Sean's growth as a regular contributor on the show before diving deep into how SeedPod Cyber's innovative solutions are bridging critical gaps in the industry. Matt, a coach from across the globe, shares insights from Tokyo, Japan, adding a multicultural dimension to the lively discussion.
The conversation highlights the critical role of proactive risk management in safeguarding businesses against cyber threats. "There is something sexy about getting your claim paid in full," Brian states, emphasizing the importance of comprehensive cyber policies. With less than three weeks to the finals at It Nation, Doug draws attention to how Seed Pod Cyber is elevating MSPs' capabilities by facilitating conversations around cyber liability insurance. The competition underscores each contestant's unique narrative, promising an intense showdown with Doug's product potentially emerging as a frontrunner.
Key Takeaways: * Cyber Insurance Importance: Cyber insurance is vital to safeguarding businesses, especially SMBs, post-breach, potentially saving their existence. * MSP Empowerment: Seed Pod Cyber aids MSPs in risk conversations, offering insightful tools to guide clients on cyber policies. * Product Differentiation: Understanding and explaining the coverage details of insurance policies can set MSPs apart in client interactions. * Market Positioning: Matt emphasizes the sexiness of a product that ensures clients' claims will be paid, illustrating market needs.
Integration and Involvement: The show discusses vendors' integration within MSP offerings, maintaining efficiency and agnosticism. Show Website: https://mspbusinessschool.com/
Guest Name: Doug Kreitzberg LinkedIn page: https://www.linkedin.com/in/dougkreitzberg/ Company: Seedpod Cyber Website: https://seedpodcyber.com/ Name: Matthew Koenig LinkedIn page: https://www.linkedin.com/in/mkkoenig/ Company: Nodeware Website: https://nodeware.com/ Name: Sean Lardo LinkedIn page: https://www.linkedin.com/in/seanlardo/ Company: ConnectWise Website: https://connectwise.com Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Join Brian Doyle and special guests Bobby Jacobs from Thread and Zach Kromkowski from Senteon, as they delve into the intricacies of the Connectwise Pitch It competition. In this captivating episode, you will get an insider's view of what it takes to succeed in a Shark Tank-like contest designed for startup vendors who support the MSP (Managed Service Provider) space. Bobby and Zach discuss the nuances of pitching, their experiences in the competition, and invaluable advice for aspiring entrepreneurs. Sean Lardo, the mastermind behind the Pitch It program, adds depth with his industry insights and overarching strategies.
In the Pitch It competition, 26 vendors undergo a rigorous selection and presentation process, culminating in a thrilling live pitch-off at IT Nation Connect. Bobby Jacobs, who led Thread to victory last year, emphasizes the necessity of articulating your product's value succinctly. Zach Krumkowski, whose company Senteon automates security policy enforcement, shares his strategic approach to reaching the finals. The conversation dives deep into how early-stage tech companies can scale through community engagement and partnership, all while maintaining a focus on solving real-world problems.
The discussion also illuminates the role of Connectwise and other industry giants in facilitating the growth of innovative startups. It’s not just about winning the prize money but leveraging the platform to make industry connections that can exponentially grow your business. This episode is a treasure trove of practical advice, motivational stories, and strategic insights beneficial for anyone in the MSP ecosystem or looking to break into the tech world.
Key Takeaways
- Importance of succinctly conveying your product's value to prospective clients and judges.
- How the Connectwise Pitch It competition can accelerate startup growth by providing exposure and fostering partnerships.
- Real-world experiences and strategies from past winners and finalists.
- The critical role of community engagement and customer feedback in refining your product.
- Practical advice for startups on how to navigate early-stage challenges and scale effectively. Sponsor vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Zach Kromkowski LinkedIn page: https://www.linkedin.com/in/securityzachkromkowski/ Company: Senteon Website: https://senteon.co/ Name: Bobby Jacobs LinkedIn page: https://www.linkedin.com/in/bobbyjacobs/ Company: Thread Website: https://www.getthread.com/ Name: Sean Lardo LinkedIn page: https://www.linkedin.com/in/seanlardo/ Company: ConnectWise Website: https://connectwise.com Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Show Website: https://mspbusinessschool.com/
Guests:
Sean Lardo - https://www.linkedin.com/in/seanlardo/ Andrea Barrow - https://www.linkedin.com/in/andreabarrow/ Sam Hoyen - https://www.linkedin.com/in/sam-hoyen-4711611a4/
Company: ConnectWise (Invent) Website: https://www.connectwise.com/theitnation/pitchit Today’s episode features an in-depth discussion with the Connectwise PitchIT team, including Sean Lardo, Andrea Barrow, and Sam Hoyen. As they gear up for IT Nation Connect, the team shares the excitement and challenges of the PitchIT competition, where innovative startups compete for the top spot.
This year’s PitchIT program saw a diverse group of finalists, each representing different tech industry segments. Sean Lardo emphasizes the evolution and improved quality of contestants, while Andrea Barrow highlights the importance of community and collaboration among participants. The conversation delves into the unique strengths of each finalist and the supportive environment that PitchIT fosters, encouraging innovation and growth.
The episode also explores the Connectwise Invent program, a crucial pathway for vendors to integrate with the Connectwise platform and gain the coveted stamp of approval. Andrea Barrow explains how the program supports vendors through technical guidance and security reviews. Sam Hoyen shares his excitement as a new team member and underscores the importance of community connections formed through events like ChannelCon's Crow’s Nest.
Key Takeaways:
- PitchIT Program Evolution: The quality and diversity of PitchIT contestants have significantly improved, showcasing a wide range of innovative solutions.
- Community Building Participants benefit from forming valuable connections with peers who are going through similar business challenges.
- Invent Program: Connectwise’s Invent program provides essential technical and security support for vendors, ensuring high-quality integrations.
- Importance of Pitch Practice: Competitors need to master different types of pitches (30-second, 1-minute, 5-minute) for various engagement scenarios.
- Event Highlights: The success of ChannelCon’s Crow's Nest event demonstrates the power of networking and community support.
Host: Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsors vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Brandi Bonds LinkedIn page: https://www.linkedin.com/in/brandi-bonds-998a676/ Company: Next Level Now Website: https://nextlevelnow.net/ Hosts: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ In this episode of MSP Business School, host Brian Doyle welcomes Brandi Bonds, Managing Partner of Next Level Now. Brandi brings her wealth of expertise in fractional CFO services to the table, discussing how MSPs can better manage their finances and increase profitability. With her extensive background in the industry, Brandi offers valuable insights into the financial challenges and opportunities MSPs face, especially in today’s competitive market influenced by mergers, acquisitions, and private equity firms.
The conversation kicks off with Brandi sharing her background and journey into the MSP world. She then delves into the critical issue of how financial structuring can significantly impact a business’s valuation, particularly during acquisitions. Brandi emphasizes the importance of proper financial presentation and discusses common pain points MSPs encounter, such as improper expense classification and misunderstanding the accrual versus cash basis accounting. She also highlights the benefits of transit.
Key Takeaways:
- Proper Financial Structuring: Correctly setting up financial systems and understanding accrual versus cash basis can significantly enhance business valuation.
- Importance of Utilization: Tracking employee utilization accurately can help optimize staffing and improve profitability.
- Advantages of Fixed Fee Billing: Shifting from hourly to fixed fee contracts can stabilize revenue, simplify billing, and increase business valuation.
- Investment Decisions: Borrowing when you don't need it and utilizing reliable financial forecasting tools are crucial for prudent business investments.
- AI and MSPs: Integrating AI can streamline routine tasks, yet maintaining personal connections with clients remains vital.
Sponsors vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
In this episode of MSP Business School, Brian Doyle dives into the concept and structure of the "Office of VCIO," drawing parallels from the enterprise-level office of CIO. Originally presented as part of a webinar, this detailed discussion outlines the significance of having a cohesive team approach to delivering Quarterly Business Reviews (QBRs), Strategic Business Reviews (SBRs), and other essential fractional VCIO services.
Brian emphasizes that while tools such as the VCIO Toolbox can facilitate this process, any MSP can implement these principles to evolve their service offerings and better meet client needs. By structuring a team with clearly defined roles for engineers, VCISOs, customer success managers, and executives, MSPs can ensure more efficient project management and customer satisfaction.
Brian provides insights into how this model helps maintain strong client relationships and opens up avenues for new recurring revenue streams. He discusses the importance of regular check-ins, risk management, and continuous education to keep clients informed and engaged. Additionally, the episode explores leveraging assets and risk management to drive informed decision-making and sales.
Key Takeaways:
- The office of the VCIO model promotes a team-based approach to client management, ensuring cohesive and comprehensive service delivery.
- Engineers play a critical role in the QBR process, and their timely assessments are crucial for identifying gaps and driving projects.
- The VCISO role is becoming increasingly vital in MSPs with a growing focus on security and compliance, offering opportunities for new recurring revenue streams.
- Customer Success Managers help maintain strong client relationships by collecting feedback and keeping customers informed and engaged.
- Effective VCIO programs require executive buy-in and support to handle escalations and ensure that the QBR process remains a priority.
Host: Brian Doyle: / briandoylemetathinq
Sponsor: vCIOToolbox: https://vciotoolbox.com
James Mignacca is the CEO of Cavelo, a company that specializes in providing advanced data discovery and classification solutions for MSPs. With almost 20 years of experience in the cybersecurity and startup ecosystem, James has been instrumental in several significant ventures, including Sandvine and eSentire. The success of his prior startups validates his ability to lead and innovate, and his current role at Cavelo aims to further enhance the capabilities of MSPs through streamlined, effective solutions.
Episode Summary
Welcome to another engaging episode of MSP Business School, where host Brian Doyle interviews James Mignacca, the CEO of Cavelo. This conversation explores James's unique journey from cybersecurity startups to pioneering advanced data discovery and classification solutions for Managed Service Providers (MSPs). Sharing insights from his experience at companies like Sandvine and E Centire, James discusses the importance of simplifying complex cybersecurity tasks for MSPs and integrating effective data management solutions to meet growing regulatory demands.
James details the crucial role of data discovery and classification in maintaining cybersecurity, especially as organizations embrace hybrid work environments. Highlighting the growing demand for regulatory compliance and the impact of cybersecurity insurance, he discusses Cavelo’s approach to making these processes manageable and profitable for MSPs. Alongside this, James shares personal anecdotes and strategic insights into how Cavelo integrates seamlessly with existing MSP workflows, ultimately enabling them to offer robust security solutions without the complexity and overhead.
Key Takeaways:
- Simplifying Complexity: James emphasizes creating easy-to-use solutions for MSPs that condense multiple functionalities into a single platform, reducing complexity and improving efficiency.
- Data Discovery and Classification: Crucial for security, especially in hybrid work environments where data is scattered across multiple cloud services and devices.
- Regulatory Compliance: Increasingly integral in cybersecurity, the ability to meet stringent compliance requirements is a priority for MSPs serving larger organizations and critical infrastructure.
- Team and Culture: The importance of maintaining a cohesive and talented team through transitions and acquisitions to sustain innovation and drive success.
- Consolidation and Efficiency: Reducing the number of vendors and integrating essential tools contribute to a streamlined, profitable operation for MSPs.
Show Website: https://mspbusinessschool.com/
Guest Name: Danny Suk Brown LinkedIn page: https://www.linkedin.com/in/dannysbrown/ Company: AppMeetup Website: https://appmeetup.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Danny Brown is a seasoned professional with extensive experience in the Managed Service Provider (MSP) industry. Holding dual degrees in mechanical engineering and physics, along with a Master's in computer science and an MBA, Danny’s career spans diverse roles from network engineer to sales engineer and fractional Chief Revenue Officer (CRO). He founded a successful MSP focusing on architectural and engineering clients, which he later sold. Danny co-authored "Talk it Up" with his identical twin brother, and currently provides training and consulting services through his company, AppMeetup.
Episode Summary
In this episode of MSP Business School, host Brian Doyle interviews Danny Brown, a veteran in the MSP industry who made the transition from a technical background to thriving in sales and business growth. Doyle and Brown delve into the critical changes MSP owners need to adopt for growth, effective sales strategies, and the importance of having the right mindset and processes in place. Brown discusses his journey from a technical specialist to a business leader, emphasizing the importance of letting go and trusting employees to succeed. The conversation covers actionable insights for MSP owners struggling to build a sales process, highlighting the significance of focusing on ideal client profiles (ICPs) and understanding customer needs.
Furthermore, Danny shares his experiences and tips on improving public speaking skills, adapted from his co-authored book "Talk it Up," to help MSP owners better connect and communicate their value.
Key Takeaways
- Mindset Shift: Embrace an abundance mindset instead of a scarcity one; this shift can lead to letting go and empowering employees.
- Effective Processes: Implement standard operational procedures (SOPs) and proper training mechanisms to foster a trusting and efficient work environment.
- Sales Strategies: Know your ideal client profile (ICP) and build connections rather than pushing for immediate sales. Understand your sales numbers and pipeline metrics to fine-tune your approach.
- Public Speaking: Improve your public speaking skills with nonverbal communication strategies to foster trust and engagement.
- Be Omnipresent: Increase brand awareness by being omnipresent in your industry and participating actively in industry events, conferences, and podcasts. Sponsors vCIOToolbox: https://vciotoolbox.com
Guest
Name: Robert Gillette LinkedIn page: / rwgillette Company: MSP Dojo Website: https://www.mspdojo.net/
Hosts
Brian Doyle: / briandoylemetathinq
Robert Gillette is the founder of MSP Dojo, a revolutionary platform designed to enhance sales performance in the MSP (Managed Service Provider) industry. With a rich background that spans over seven years as a lead sales executive, Robert has significantly contributed to the growth of an MSP from $10 million to $30 million in revenue. His innovative approach combines practical sales training and peer collaboration, making him an influential figure in the MSP sales community.
Episode Summary
In this enlightening episode of MSP Business School, host Brian Doyle welcomes Robert Gillette, the founder of MSP Dojo, to discuss the challenges and solutions in MSP sales. Brian starts off with a brief update about his summer and then introduces Robert, who shares his unexpected journey into the MSP world and his transition into a role that combines his sales heritage with a passion for consultative selling.
Robert delves into the impetus behind MSP Dojo, explaining how he identified a gap in the market for practical sales training and peer-to-peer role-playing exercises. Highlighting shocking statistics like 85% of MSPs setting fewer than ten net new first-time appointments annually, Robert underscores the critical need for regular practice to build sales confidence and competency.
The conversation also touches on the importance of role-playing, the unique offerings of MSP Dojo, and the advantages of competitor collaboration. Throughout the episode, Brian and Robert touch on key strategies for improving sales performance, such as understanding the nuances between referral-led and marketing-led sales processes and recognizing the human component of sales confidence.
By the end of the episode, listeners are provided with actionable insights and a clear understanding of how MSP Dojo can serve as a transformative tool for any MSP's sales trajectory.
Key Takeaways:
*Importance of Sales Practice: Regular, structured practice is crucial for building confidence and competency in sales.
*MSP Dojo: Offers a unique platform for MSP sales professionals to practice sales scenarios and improve their skills through peer collaboration.
*Sales Statistics: A significant percentage of MSPs struggle with low numbers of net new appointments, highlighting a need for better sales processes.
*Competitive Collaboration: Engaging with competitors in a constructive manner can enhance differentiation and improve overall sales strategies.
*Sales Confidence: Building confidence in sales techniques can lead to higher close rates and better business outcomes.
Sponsors
vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: Eric Anthony LinkedIn page: https://www.linkedin.com/in/esanthony/ Company: All Things MSP Episode Summary:
In this episode of MSP Business School, host Brian Doyle engages with Eric Anthony from All Things MSP to delve into purposeful discussions, offering valuable insights into the MSP (Managed Service Provider) landscape. Eric, a seasoned media professional, shares his extensive journey from starting as a teenage consultant to becoming the Director of Partner Engagement at Ignite.
The conversation captures critical themes, including industry evolution, community building, and providing a balanced professional and personal life. Eric emphasizes the significance of work-life balance, a common struggle in the MSP realm, and introduces effective strategies like time blocking and purposeful scheduling to mitigate daily chaos. Analysis of AI implementation in SMBs, particularly generative AI, forms another crucial segment, highlighting opportunities and challenges. Eric and Brian discuss the gap in perception about AI adoption and its practical, secure usage within businesses, offering listeners a valuable guide to navigating the future of technology.
Key Takeaways:
Work-Life Balance Strategies: Eric stresses the importance of time blocking and creating dedicated personal time within daily schedules to maintain a healthy work-life balance. AI
Adoption in SMBs: Despite MSPs underestimating it, 77% of SMBs are using generative AI, presenting new service opportunities for MSPs.
Addressing Security Concerns: The need for MSPs to develop AI policies and provide education on secure AI usage to mitigate risks.
Community Engagement: Learn about Eric's efforts with All Things MSP, fostering a supportive, non-technical space for MSP professionals.
Industry Evolution: The evolution of MSP roles extending into AI technology and the essential shift towards consulting in tech-driven business environments.
Resources:
- All Things MSP Facebook Group: facebook.com/groups/allthingsmsp All Things MSP YouTube Channel: YouTube Channel Ignite: Ignite
Website Books Mentioned: The 12 Week Year by Brian P. Moran and Michael Lennington
Discover more by listening to the full episode, and stay tuned for further engaging content from MSP Business School as we delve into more industry insights and expert advice. Feel free to subscribe to our podcast on your favorite platforms, and join us in our next episode as we continue to bring you critical discussions and strategies from the world of MSPs.
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Sponsors vCIOToolbox: https://vciotoolbox.com
Episode Summary: In this very special 200th episode of the MSP Business School podcast, host Brian Doyle reflects on the journey since their inception in 2020. This episode, recorded live from ChannelCon at Comptia, resonates with appreciation and a forward-looking vision for the MSP community. Brian delves into the origins of the podcast, the motivations behind starting it with his co-founders Rob Rogers and Tim O’Neill, and the milestones they have achieved over the past four years.
Throughout the episode, Brian emphasizes the podcast's commitment to delivering valuable insights into MSP sales, business development, and broader industry trends. He discusses the evolution of managed services from the early days of box sales and VOIP systems to the current landscape dominated by AI, cloud services, and heightened cybersecurity demands. Brian highlights the necessity for MSPs to adapt to these changes by building use cases for AI, focusing on security and governance, and becoming management consultants to their clients.
Key Takeaways: * Evolution of MSP Business: Brian outlines the transformation of managed services over the past two decades, highlighting shifts from hardware sales to cloud services and AI integration. * Importance of Cybersecurity: A major theme is the increasing importance of cybersecurity, especially in light of evolving threats and the complexities introduced by AI. * Adapting to Market Changes: The need for MSPs to continually adapt, embrace new technologies, and serve as business consultants to their clients is emphasized. * Community Engagement: Brian expresses gratitude to listeners and encourages engagement to tailor future content to the community's needs. * Future Direction: He provides insights into the future direction of the podcast, focusing on advanced topics like AI, security, and new service models for MSPs.
Show Website: https://mspbusinessschool.com/
Guest Name: Marvin (Uncle Marv) Bee LinkedIn page: https://www.linkedin.com/in/marvinbee/ Company: MB Systems Website: https://itbusinesspodcast.com Marvin Bee, also known as Uncle Marv, hosts the IT Business Podcast and the Unhealthy Podcast. He has been in the business since 1997 and runs a boutique managed service provider (MSP) shop in Fort Lauderdale, Florida. Marvin has a diverse background, starting from a tech-shop role to building his personalized IT service business focused on providing high-quality, customized solutions to his clients.
Marvin is known for his community-minded approach and deep understanding of the IT industry's technical and business aspects.
Episode Summary:
In this episode of MSP Business School, host Brian Doyle welcomes Marvin Bee, the renowned host of IT Business Podcast, known to many as Uncle Marv.
This engaging conversation revolves around Marvin's journey in the MSP industry, his unique approach to business, and his thoughts on community and collaboration within the IT sector. Marvin shares his experiences, from his early days running a tech shop to becoming an established figure in the MSP community, emphasizing the importance of building long-term client relationships and adapting to their needs. Marvin highlights his strategy of running a boutique MSP shop, focusing on quality over quantity and optimizing the tech stack to suit customer requirements. He discusses the importance of listening to clients, networking, and nurturing relationships over time to drive business growth.
The discussion also touches on the current state of the MSP industry, the significance of community, and differing business strategies, including the concept of stack optimization versus just aiming for a perfect stack. Marvin also shares his thoughts on work-life balance, demonstrating the value of setting boundaries to avoid burnout and maintain growth and happiness.
Key Takeaways:
- Networking and Community: Marvin advocates for the power of networking and community support in the MSP industry, highlighting how simple acts of help can lead to significant business opportunities.
- Stack Optimization vs. Perfect Stack: Marvin discusses the importance of optimizing the tech stack based on client needs rather than forcing a one-size-fits-all solution, suggesting a flexible and customized approach.
- Diverse Business Strategies in the MSP Sector: Understanding that different business models and strategies can succeed, Marvin talks about catering to varied customer needs and pursuing a personally fulfilling business path.
- Work-Life Balance: Emphasizing the need for boundaries, Marvin shares his strategies for maintaining a healthy work-life balance and the Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsors vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest Name: George Smith LinkedIn page: https://www.linkedin.com/in/george-smith-augmentt/ Company: Augmentt Website: https://augmentt.com
Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ George Smith is a renowned professional in the Managed Service Provider (MSP) industry and currently serves as a key team member at Augment. With a robust background that includes a pivotal role in growing a Canadian MSP and focusing on managed services in the healthcare vertical, George has transitioned to the vendor side. At Augment, he works alongside industry pioneers like Gavin Garbutt and Derek Belair.
Over the past three and a half years, he has been instrumental in driving the company’s mission to simplify and enhance Microsoft 365 security for MSPs.
Episode Summary:
Welcome to another insightful episode of MSP Business School hosted by Brian Doyle! In this discussion, Brian engages with George Smith from Augment, a dynamic and innovative company in the MSP sector. George shares his intriguing journey from working at a Canadian MSP to joining a tech startup. This episode dives deep into how Augment is revolutionizing the way MSPs secure and manage Microsoft 365 environments.
George highlights the core challenges faced by MSPs, especially in managing the complex Microsoft ecosystem. By utilizing Augment’s tools such as security posture dashboards, multi-tenant management capabilities, and automated processes, MSPs can significantly enhance technician efficiency and overall service delivery. This comprehensive conversation addresses the importance of education, security, digital IQ, governance, and the evolving landscape of IT solutions.
Key Takeaways:
- Technician Efficiency:** Simplifying tasks such as password resets and MFA implementations through Augment’s dashboards can empower junior and non-technical staff.
- Security and Management: Augment addresses the inherent insecurity of Microsoft 365 out-of-the-box and provides MSPs with tools to harden these environments easily.
- Education and Proliferation: The need for MSPs and vendors to focus on educating clients to build trust and communicate value effectively.
- Governance and Compliance: The growing importance of IT governance and compliance in MSP operations, supported by tools that simplify reporting and management. Sponsors
- vCIOToolbox: https://vciotoolbox.com
Show Website: https://mspbusinessschool.com/
Guest:
Name: Shane Naugher Linkedin page: https://www.linkedin.com/in/shanenaugher/ Company: website Hosts Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Shane Naugher is a seasoned technology expert with nearly 30 years of experience in the industry. He is the founder of Dazzee, a company he launched in July 2000. Shane has a notable background in VAR (Value Added Reseller) services and has partnered with giants like Cisco and Southwestern Bell (pre-AT&T merger) to implement large-scale infrastructure projects. More recently, Shane has focused on AI and business process automation to enhance business efficiencies and customer experiences, especially within the context of MSP (Managed Service Provider) operations. Episode Summary: In this episode of MSP Business School, host Brian Doyle welcomes Shane Naugher, founder of Dazzee. Shane delves into the exciting world of AI and business process automation, illustrating how these technologies can revolutionize the operations of MSPs and their clients. With nearly three decades of tech experience, Shane brings a wealth of knowledge to the discussion, particularly in how AI can be practically applied to improve workflows and enhance productivity.
Shane discusses the two sides of AI deployment: vendors eager to integrate AI into their software and MSPs whose clients are still cautious about embracing it. He stresses the importance of MSPs understanding and leveraging AI internally before advocating its benefits to their clients. Shane shares his journey of integrating AI into Dazzee's operations, particularly in sales and service processes. He provides an insightful example of how AI-driven sales call analysis has helped refine sales strategies and performance.
Sponsor
https://vciotoolbox.com
Episode Summary: In this episode of MSP Business School, host Brian Doyle dives deep into the critical topic of Quarterly Business Reviews (QBRs). Drawing from his extensive experience at VCIO Toolbox, he identifies and discusses the five main pitfalls that can undermine effective QBRs. Whether you're an MSP struggling to engage your clients or looking to elevate your business review process, Brian offers meaningful solutions to common challenges. Brian opens the discussion by emphasizing the importance of having the right people in the room. He highlights the necessity of demonstrating value to ensure key decision-makers attend these strategic sessions. Next, he addresses the issue of keeping QBR meetings on track, stressing the importance of clear agendas and focused discussions to prevent the derailment by day-to-day issues. Brian also speaks on the importance of bringing consistent data points and avoiding technical jargon that can alienate non-technical stakeholders. Lastly, he underscores the importance of showcasing business outcomes to make QBRs more than just sales pitches, transforming them into valuable, consultative engagements. ### Key Takeaways: - Getting the Right People in the Room: Engage and demonstrate value to key decision-makers, including business owners and CFOs, to ensure their attendance and participation. Maintaining Meeting Focus: Establish and circulate clear agendas before meetings, and effectively communicate the strategic nature of QBRs to keep discussions on track. Consistency in Data: Present consistent and meaningful data across meetings to help clients recognize improvements and understand key metrics. Simplifying Technical Information: Translate technical details into business outcomes to make QBRs valuable and comprehensible for non-technical stakeholders. Showcasing Business Outcomes: Align technology recommendations with the client’s business goals to create actionable roadmaps and foster stronger partnerships.
Show Website: https://mspbusinessschool.com/
Guest Name: Miles Walker LinkedIn page: https://www.linkedin.com/in/mileswalker9th/ Company: Website: https://kaseya.com Miles Walker is the featured guest on this instalment of MSP Business School podcast. With an impressive journey traversing numerous countries and industries, Walker brings a global perspective to the MSP space. Born in England and having lived in places like the Dominican Republic, Cambodia, Ethiopia, and Australia, his extensive background in the travel industry as a Sales Director provides unique insights into his current role.
Today, Walker serves as part of the team at Kaseya, a leading provider of IT infrastructure management solutions for managed service providers (MSPs) and internal IT organizations. In this episode, Walker discusses his transition from the travel industry to the IT sector, the evolution of Kaseya's offerings including the groundbreaking Kaseya 365, and how cyberattacks are shaping business needs.
Episode Summary: In the latest episode of MSP Business School, Brian Doyle engages Miles Walker from Kaseya in a fascinating discussion that spans personal backstories, industry evolution, and the future of IT management for MSPs. Walker shares his international experience and how it informs his work at Kaseya, emphasizing the importance of storytelling in connecting with clients and audiences. * Walker's transition from the travel industry to IT showcases the fluidity of professional growth and the value of diverse experiences in our digital age. He articulates how providing solutions for MSPs is akin to selling dreams in travel—both require instilling confidence and securing futures. * Kaseya 365 emerges as a pivotal solution in combating stack fatigue, offering a consolidated subscription model that encompasses a suite of services integral to MSP operation and security. The conversation delves into how acquisitions in the IT sector are stimulating innovation and growth, a sign of a healthy marketplace. ### Key Takeaways: * Adaptability in Career Shifts: Miles Walker's transition from travel to IT illustrates adaptability and utilizing transferable skills in sales and customer engagement. * Comprehensive IT Management: Kaseya 365 provides a unified platform for IT management, reflecting Kaseya's commitment to addressing MSP needs and reducing stack fatigue. * Acquisition Dynamics: Walker discusses the normality of acquisitions in the IT space, signifying both growth prospects and market valuation, including Kaseya's strategic moves. * Cyberattack Impact: Real-world stories illustrate the escalating cyber threats that businesses face, underscoring the need for robust MSP solutions and cybersecurity measures. * Market Evolution: The conversation highlights how compliance and cybersecurity are now critical considerations, shaping how businesses operate and insurances assess risk. Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsors vCIOToolbox: https://vciotoolbox.com Sales MaturIT: https://salesmaturit.com
Guest Name: Dan Adams LinkedIn page: https://www.linkedin.com/in/danielericadams/ Company: https://up-skill.com Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Dan Adams brings a wealth of experience to the table with a seasoned career in information technology that stretches back to his days on the initial team integrating Macintoshes onto PC networks. From his early involvement with software company Novell, Dan has seen the IT industry evolve significantly. Today, he proudly holds two pivotal roles: as the CEO of Upskill Consulting, where he's committed to enhancing career progression and success for IT professionals, and as Chairman of NENS, a thriving managed services provider. His remarkable journey through IT demonstrates a track record of leadership, innovation, and dedication to the industry.
Episode Summary: In this enlightening session of MSP Business School, host Brian Doyle welcomes back Dan Adams, a returning guest and now a "friend of the show," who has provided Brian and his team invaluable insights on numerous occasions. This episode delves into the nuanced terrains of MSP branding, team building, and the evolution of customer expectations in the IT space; a sector where Dan has decades of impactful contributions.
The dialogue begins with a dive into market differentiation, as Dan reflects on the shift from vendor certifications toward more substantive brand distinctions based on process transparency and service delivery. He emphasizes the importance of showing customers a roadmap for success, rather than solely relying on technical accreditation to instill confidence. Moreover, the conversation flows into the strategic importance of setting and exceeding client expectations. Dan advises that understanding the client's definition of success is essential for any MSP aiming to become a true trusted advisor. The episode concludes with rich discussions on the maturity of MSP businesses and the powerful role of systematized processes in both client engagement and operational consistency.
Key Takeaways: * Vendors' certifications are no longer the key differentiator in the MSP market; instead, clearly defined processes and the customer success roadmap play a more significant role. * Successful MSPs must align their service delivery with the client's expectations of success to achieve trusted advisor status. * Experience and a proven track record in delivering IT services contribute greatly to establishing credibility and fostering trust. * Fostering transparency and showing the methodology behind services not only instills confidence but also sets up a collaborative relationship with clients. * The maturation of an MSP i
Brian Gillette is a notable figure in the Managed Service Provider (MSP) industry, renowned for his expert knowledge in sales coaching and growth strategies. As the founder of Feelgood MSP, he has honed his skills over a 15-year career in sales and particularly within the MSP channel since 2017. Starting as a VP of Sales for a small MSP in Southern California, Brian distinguished himself by achieving remarkable growth, expanding their Monthly Recurring Revenue (MRR) significantly. His approach to sales is linear and is based on doing the right thing consistently over time, rather than seeking rapid, unsustainable expansion.
Episode Summary: In this episode of MSP Business School, host Brian Doyle welcomes sales coach Brian Gillette, who brings an enlightening perspective on acquiring clients and managing growth in the MSP sector. The session is a deep dive into pragmatic sales strategies that Brian Gillette has effectively utilized and now shares as a coach.
The episode begins with Brian Doyle introducing the upcoming BCIO Toolbox event, followed by exploring Gillette's journey from a VP of Sales to a highly respected sales trainer in the MSP community. A substantial segment provides actionable insights into cold calling and LinkedIn strategies, stressing the importance of grit and consistent action over mere information or methodologies.
Key Takeaways: * Linear Growth Over Quick Wins: Success in sales within the MSP market is about consistent, linear progress rather than overnight growth. * Practical Selling on LinkedIn: Utilize the power of LinkedIn by expanding your network and gently engaging with leads throughout time. * Cold Calling Approaches: Modify your approach to cold calling by focusing on human interaction, respecting the recipient's time, and not taking rejections personally. * Importance of Execution: Knowledge of sales tactics is beneficial, but the real game-changer is consistent execution. * Value-Driven Workshops for MSPs: Brian Gillette offers monthly workshops aimed to provide comprehensive sales training for MSPs at an accessible price.
Show Website: https://mspbusinessschool.com/
Guest Name: Brian Gillette
LinkedIn: https://www.linkedin.com/in/brian-gillette/
Company: https://feelgoodmsp.com
Host: Brian Doyle
LinkedIn: https://www.linkedin.com/in/briandoylemetathinq/
Sponsors
vCIOToolbox: https://vciotoolbox.com
Sales MaturIT: https://salesmaturit.com
Show Website: https://mspbusinessschool.com/
Guest: Connor Swalm, CEO Linkedin: https://www.linkedin.com/in/connor-swalm/ Company: Phin Security Website: https://www.phinsec.io/ In this insightful episode of MSP Business School, host Brian Doyle sits down with Connor Swalm from Phin Security to discuss the entrepreneurial journey and the innovative approach Phin Security is taking to simplify cybersecurity training for MSPs. The conversation delves into Connor's backstory, his initial foray into real estate, and his subsequent pivot to cybersecurity following a pivotal loss that reshaped his life and career. Connor provides a frank perspective on the challenges of starting a business and underscores the importance of passion beyond just a dislike for one's job. He also shares his experience networking with industry peers to grow your brand. ###Key Takeaways: * Starting a business requires more than dissatisfaction with a job; passion and resilience are crucial components. * MSPs need easy-to-use tools to maintain cyber awareness training and ensure compliance without overburdening their staff. * Phin Security is focused on automating and simplifying cyber awareness training, making it more accessible and effective for MSPs. * Future advancements in cybersecurity training should integrate naturally within business systems for proactive defense. * Community and mentorship within the MSP industry are invaluable and help drive innovation and success. Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsors vCIOToolbox: https://vciotoolbox.com Sales MaturIT: https://salesmaturit.com
In the latest installment of MSP Business School, Brian Doyle hosts an insightful conversation with compliance experts Bo Bito and Angelika Mayen from Render Compliance. The episode zeroes in on the increasingly critical subject of SOC 2 compliance for Managed Service Providers (MSPs), delving into the nuts and bolts of the process and offering pearls of wisdom for businesses considering the SOC 2 journey.
The discussion kicks off with a detailed expedition into the SOC 2 process, demystifying the steps from an MSP's standpoint. Bo and Angelica highlight the importance of involving experienced personnel or consultants early on and underscore the value of engaging with auditors in the initial stages. Offering a rare peak behind the SOC 2 curtain, they detail the differences between SOC 2 Type 1 and Type 2 reports, explaining the significance of each type in establishing and demonstrating a company's commitment to security and compliance.
Key Takeaways: * MSPs looking to obtain SOC 2 compliance should start by evaluating in-house expertise, consider working with consultants, and connect with auditors early in the process. * SOC 2 Type 1 vs. Type 2: Type 1 evaluates the design of controls at a point in time, while Type 2 assesses how those controls operate over a period. * Engaging with technology and tools such as compliance platforms can streamline the SOC 2 process by organizing tasks and centralizing evidence collection. * Timeline and cost: A typical SOC 2 engagement may span nine weeks, with costs starting from $16,000 up to $40,000, depending on various factors like business size and control complexity.
In this informative episode of MSP Business School, host Brian Doyle engages in conversation with cybersecurity expert Matt Quammen, President of Optimized Cyber. Together, they unravel the intricate world of cyber protection, showcasing the significance of safeguarding businesses in today's digital age. This dialogue invites listeners to explore the realms of vulnerability scanning and penetration testing, emphasizing their roles in maintaining robust security infrastructures.
Quammen emphasizes the importance of remembering 'why' businesses must prioritize cybersecurity – to prevent the crippling financial losses that cybercrimes can inflict. As a guiding principle that steers all cybersecurity endeavors, this 'why' permeates Matt's advocacy for simple yet effective security strategies. Emphasizing the three pillars of cyber risk – IT and security management, cyber insurance, and risk management – they dissect how each element buttresses a business's defense against cyber threats. Detailed discussions around the necessity of manual, professional penetration testing versus automated vulnerability scanning are elucidated, conveying the gravity of personalized security measures.
Key Takeaways: * Cybersecurity should be underpinned by a passion for protecting businesses from financial losses due to cyber attacks. * Simplifying cybersecurity for business owners is essential; focus on practical measures like Multi-Factor Authentication (MFA) and password management. * A comprehensive approach to cyber risk involves 24/7 IT and security management, cyber insurance, and risk management through regular audits and third-party tests. * Penetration testing, as distinguished from vulnerability scanning, must be a manual effort to emulate the behaviors of real-world attackers. * MSP businesses can expand their services and value to clients by becoming the 'governor' of cybersecurity, orchestrating the right tools, processes, and partnerships.
No views Apr 27, 2024 Show Website: https://mspbusinessschool.com/ Guest
Matthew Quammen, President | Optimize CyberLinkedin page: / matthewquammen
Company: website: https://optimizecyber.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Show Website: https://mspbusinessschool.com/
Guest:
Name: Frank Raimondi
Linkedin page: https://www.linkedin.com/in/frankraimondi/
Company: IGI Cybersecurity & Nodeware
Website(s): https://igicybersecurity.com/ and https://nodeware.com/
About the Guest(s):
Frank Raimondi is a seasoned channel and partner strategy specialist currently associated with IGI Global, working specifically with their Nodeware product. With a wealth of experience spanning over two decades, Frank has a track record of fostering partnerships and alliances in the tech industry. He has previously held notable positions at Apple Computer and Intel, where he focused on maximizing value from hardware components and driving vendor relationships. His entry into the cybersecurity and software realm marks a significant transition from his earlier focus on hardware.
Episode Summary:
In the latest installment of MSP Business School, we are joined by cybersecurity expert Frank Raimondi from Nodeware, a part of IGI Global. This episode dives into the intricate differences between penetration testing and vulnerability scanning and their integration into the assessment processes for security validation.
We unravel the essentials defining each concept and explore their roles in fortifying MSPs against increasing cyber threats. Frank Raimondi elaborates on the vital mechanics behind vulnerability assessments and management, illustrating how these defenses act as a company's internal security checkpoints.
In contrast, he clarifies the crucial role of penetration testing performed by an external third party to ethically evaluate the security from an outsider's perspective. The conversation further navigates the relationship between these tests, cybersecurity insurance, and regulatory compliance, underlining the importance of ongoing scrutiny in an ever-evolving threat landscape.
Key Takeaways:
Vulnerability Assessments vs. Management: A snapshot of current system vulnerabilities against a continuous, proactive approach to mitigating them.
The Necessity for External Penetration Testing: MSPs must ensure that an independent third party carries out penetration tests for unbiased security validation.
Preparation for Compliance and Insurance: Active vulnerability management programs are becoming essential prerequisites for regulatory compliance and favorable cybersecurity insurance premiums.
Strategic Scheduling of Cybersecurity Tests: Implementing vulnerability management can prepare a system for penetration testing and vice versa. Importance of Cyber Hygiene: Frank highlights four pillars of cyber hygiene: security awareness training, MFA, email security, and vulnerability management.
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
About the Guest:
In this episode, we are joined by Jake Carroll, renowned for his expertise in sales strategy and storytelling. Jake brings to the table a wealth of experience in sales management and leadership, with a specific talent for making connections through storytelling. His aptitude for understanding customer needs and offering relevant solutions has cemented his reputation in the industry. Jake endorses practical frameworks and strategies that enable salespeople to resonate with prospects and effectively communicate value.
Episode Summary: In the latest installment of MSP Business School, hosts Brian Doyle, Tim McNeil, and Rob Rogers engage in a captivating conversation with Jake Carroll, exploring the intricate art of storytelling in sales. The episode delves into the challenges faced by salespeople in today's market and offers a fresh perspective on connecting with prospects. Beginning with a candid discussion about the ongoing struggles with today's viruses impacting both personal health and business operations, the episode quickly pivots to its core: equipping sales individuals with a storytelling framework that enhances their ability to engage clients. Carroll outlines a simple yet powerful storytelling structure designed to captivate potential customers by addressing their needs and offering tangible solutions. Furthermore, the dialogue touches on the effectiveness of concise communication, especially within email outreach and social selling strategies.
Key Takeaways:
- Sales storytelling requires a structured approach to be effective; the "Who, What's Their Want, But, and So" framework can guide sales representatives in crafting their narratives.
- Familiarity with the customer's industry and challenges is key to resonating and connecting with prospects.
- Integrating social selling with traditional approaches can increase familiarity and name recognition among your target market.
- Modern sales communication, especially emails, should be brief and packed with value to capture the reader's attention within seconds.
- Tools like Lavender and AI platforms, such as ChatGPT, can enhance and streamline the email composition process for sales outreach.
Show Website: https://mspbusinessschool.com/
Guest: Jake Carroll LinkedIn: https://www.linkedin.com/in/jake-carroll-3855977/
Company: https://osrmanage.com
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
Show Website: https://mspbusinessschool.com/ Guest Name: Mark Alayev, CEO Thread linkedin page: https://www.linkedin.com/in/mark-alayev-a1194525/Company: https://getthread.comHosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/About The Guest: Mark Alayev is the CEO at Thread, a service experience platform that focuses on providing digital-first communication for MSPs. With a background in infrastructure security and development, Mark brings a unique perspective to the MSP industry. He is passionate about creating exceptional customer experiences and streamlining service delivery processes.
Summary:
Mark Alayev, the Director of Service Experience at Thread, joins the MSP Business School podcast to discuss the challenges of traditional ticketing systems and the future of AI in the MSP industry. Mark shares his journey in the MSP world and how it led him to co-found Thread. He explains how Thread's service experience platform simplifies ticketing and improves technician and customer experiences. Mark also discusses the role of AI in automating simple tasks and empowering technicians to focus on more complex problem-solving. He shares his vision for the future of AI in the MSP industry, where full service automation and digital-first communication will revolutionize service delivery.
Key Takeaways:
- Thread's service experience platform simplifies ticketing and improves technician and customer experiences.
- AI and generative AI will automate simple tasks, allowing technicians to focus on more complex problem-solving.
- Full-service automation and digital-first communication will revolutionize service delivery in the MSP industry.
Show Website: https://mspbusinessschool.com/
Guest Name: Jeff Farris LinkedIn: https://www.linkedin.com/in/jfarris Company: https://cloudradial.com Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
About The Guest(s):
Jeff Ferriss is the founder of CloudRadial, a platform that helps MSPs manage their clients at scale and improve client relationships. With over 40 years of experience in the MSP industry, Jeff has witnessed the evolution of the industry and understands the challenges and opportunities that come with it.
Summary:
Jeff Ferriss discusses the changing landscape of the MSP industry and the need for MSPs to adapt and evolve. He emphasizes the importance of building strong client relationships and delivering outcomes that go beyond technical support. Jeff also introduces CloudRadial, a platform that helps MSPs manage their clients and improve collaboration through a client portal. He highlights the role of AI and analytics in the future of the industry and the need for MSPs to stay ahead of their clients' needs.
Key Takeaways:
- The MSP industry is constantly evolving, and MSPs need to adapt to new technologies and client expectations.
- Building strong client relationships and delivering outcomes are essential for the success of MSPs.
- CloudRadial provides a client portal that allows MSPs to improve collaboration and transparency with their clients.
- AI and analytics will play a significant role in the future of the MSP industry, and MSPs need to stay ahead of their clients' needs.
About The Guest(s): Jen Bleam is the founder of MSP Sales Revolution and the author of "Simplified Security Sales for MSPs." With a deep background in marketing and sales, Jen helps MSPs develop effective sales systems and marketing frameworks to accelerate their growth.
Jennifer Bleam's LinkedIn
Summary: Jen Bleam, founder of MSP Sales Revolution, shares her journey into the world of MSP and how she helps MSPs overcome their sales and marketing challenges. She emphasizes the importance of troubleshooting skills in sales and highlights the need for a sales system and marketing framework to achieve growth. Jen also discusses the upcoming MSP Transformation Machine event, where MSP leaders can learn how to reach the $5 million mark in their businesses.
Key Takeaways:
- Troubleshooting skills can be applied to sales and marketing to identify and solve challenges.
- A sales system and marketing framework are essential for MSPs to achieve growth.
- The close of a sales call should be a natural culmination of a good conversation.
- The MSP Transformation Machine event helps MSP leaders reach the $5 million mark in their businesses.
About The Guest(s):
- Andrea Barrow: Andrea is a senior ecosystem marketing manager at ConnectWise. She has been working in the MSP space since 2010 and is responsible for managing the Invent program.
- Louie Cocchiola: Louie is a senior ecosystem marketing manager at ConnectWise. He has been working in the MSP space since 2010 and is responsible for raising awareness of the ConnectWise ecosystem.
- Sean Lardo: Sean is an economy evangelist at ConnectWise. He has been working with MSPs and vendors in the industry for many years and is responsible for managing the Pitch It program.
Summary: In this episode of MSP Business School, Brian Doyle, Tim McNeil, and Rob Rogers are joined by Andrea Barrow, Louie Cocchia, and Sean Lardo from ConnectWise. They discuss the Pitch It program and the Invent program, both of which aim to support and promote innovative vendors in the MSP space. The Pitch It program is a shark tank-like competition that helps vendors gain exposure and funding, while the Invent program focuses on technical integration and marketing visibility. The guests share their experiences and the benefits of participating in these programs.
Key Takeaways:
- The Pitch It program is a competition that helps innovative vendors gain exposure and funding in the MSP space.
- The Invent program focuses on technical integration and marketing visibility for vendors in the ConnectWise ecosystem.
- Certification and security reviews are important aspects of the Invent program to ensure the quality and security of integrations.
- The ConnectWise marketplace is a platform where MSPs can discover and browse integrations that meet their business needs.
- Certified integrations have a higher page view advantage in the marketplace, making them more attractive to MSPs.
Quotes:
- "The Pitch It program is a shark tank-like competition to find the best innovators in the MSP space." - Sean Lardo
- "The Invent program focuses on technical integration and marketing visibility for vendors in the ConnectWise ecosystem." - Louie Cocchiola
About The Guest(s):
- Brian Doyle: Former MSP and co-host of MSP Business School.
- Tim McNeil: Co-host of MSP Business School.
Summary: Brian Doyle and Tim McNeil discuss strategies for MSPs to maximize sales during the final two weeks of the year. They emphasize the importance of capitalizing on the budget spending season and offer tips for closing deals and engaging with key clients. They also recommend using this time to plan for the upcoming year, including analyzing customer needs and identifying opportunities for growth. Additionally, they discuss the current market conditions and the need for creativity in sales approaches.
Key Takeaways:
- The final two weeks of the year are a prime time for MSPs to close deals and secure project commitments from clients who need to spend their budgets before year-end.
- Engaging with key clients during the holiday season by taking them to lunch or giving small gifts can help build relationships and set the stage for future sales.
- Conducting a business canvas analysis of clients can reveal opportunities for providing additional value and optimizing their operations.
- Sales cycles may be longer during this time due to market uncertainties, but once clients commit, they are highly engaged and ready to move forward.
- MSPs should be creative in their sales approaches, offering flexible payment options or tiered pricing to accommodate clients' needs without compromising MRR.
Quotes:
- "This is the time to go get that low hanging fruit. Close up those hardware deals." - Brian Doyle
- "Get out in front of those key clients or the ones that are ready to be risen up and make sure you're making some personal connections." - Brian Doyle
- "Don't touch your MRR. And even if you do touch your MRR, don't reduce it, just spread it differently." - Tim McNeil
https://mspbusinessschool.com SponsorsvCIOToolbox OSR Manage Sales MaturIT
In this episode, we discuss how you can set yourself up for long-term success in your job by taking small steps today. The team discusses tactics to look at the next 5 days and determine which tasks will push the needle short-term and how to integrate long-term initiatives to ensure success in the future.
Check us out at
MSP Business School website
Subscribe to our YouTube Channel
Show Website: https://mspbusinessschool.com/
Guest
Jake Carroll https://www.linkedin.com/in/jake-carroll-3855977/ OSR Manage https://osrmanage.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
00:30:00 Robb kicks off today's podcast with a warm introduction to our special guest, setting the stage for the insightful conversation ahead. As we dive into the world of co-management, Robb sheds light on the unique challenges that come with it.
00:03:49 Sharing his own experiences, Jake chimes in with valuable thoughts and practical insights on overcoming hurdles. Robb also shares his personal strategy for effective co-management with IT professionals.
00:07:10 Jake stresses the significance of understanding people's preferences, aspirations, and capabilities. Unpacking the crucial concepts of capacity and capability gaps, he highlights the need to identify these gaps, ensuring clarity about roles and responsibilities.
00:10:33 Jake emphasizes that ‘story telling” is a key. He emphasizes that knowing the challenges your prospects face and demonstrating how you can bridge those gaps, coupled with compelling storytelling, is a recipe for success. Naturally, he goes on to share some tried-and-true tips.
00:14:08 Talking about business risks Jake enlightens us on potential pitfalls that could lead to failure. He places importance on discussing risk mitigation and high profitability with both IT professionals and business owners alike, advocating for a proactive approach to success.
Show Website: https://mspbusinessschool.com/
Guest
Name: Carrie Lyn Richardson https://www.linkedin.com/in/carrielynnrichardson/ Company: Croocial https://www.linkedin.com/company/croocial/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
0:1:41 Carrie kicks off the podcast by talking about how she and Robb first met. She also talks about herself, her work experience, and how she started working in the MSP industry.
00:4:59 Carrie describes her company, Croocial. She tells the story of how the company began, talks about the tough times and the good times it had during the pandemic, and explains why she decided to start making podcasts.
00:13:35 Robb asks Carrie about the MSP makeover. Carrie explains in detail what it is, how it's making a difference in the community, and talks about its significant impact on vendors.
00:17:10 Carrie outlines the qualifications required for the MSP makeover. She gives a detailed overview, talks about what vendors will do, shares the topics they'll cover, and explains how to succeed in this new project.
00:20:00 Robb raises the question about the pre-preparations leading up to the podcast recording. Carrie shares insights into the meticulous groundwork essential for crafting engaging and impactful podcast episodes.
Show Website: https://mspbusinessschool.com/
Guest
Name: Dan Adams https://www.linkedin.com/in/danielericadams/ Company: Up-Skill.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
00:1:25 Dan starts by talking about his work history in the industry. He shares about the different jobs he's had in well-known companies. He talks about the important changes he's seen happen in the tech industry during his time working.
00:3:30 Brian talks about Dan's book, "The Tech Nerds Guide to Career Success," explaining what it's mainly about and how it helps people with their jobs. He also talks about the forum Dan is running, where important people in the tech industry can talk about and solve difficult problems they face.
00:5:50 Dan looks really closely at the main problems that Managed Service Providers (MSPs) often face. He talks about the mistakes they might make that could hurt their businesses. Dan gives clear examples to explain these problems and then suggests practical ways to fix them. He says how important it is for MSPs to be professional, good at technical stuff, and have good people skills because these things really affect how successful they can be in the industry.
00:15:08 Tim starts talking about how important it is to have good ways of doing things and making plans to make a business successful. Dan says that the most important thing for making progress is people being ready to change and learn new things. He explains that it's really important for everyone in a company to think in a similar way and be open to new ideas, saying that being ready for change is key to doing well.
00:18:12 Dan talks about how being a good leader and taking responsibility are really important in a company. He says it's crucial to tell employees exactly what's expected of them. Dan explains the difference between just being the boss and taking real responsibility. He says it's really important for everyone to have the same goals and understand what's expected so that the work can go smoothly and the team can work well together.
00:21:28 Dan elaborates on a prevalent misconception within tech companies regarding hiring practices. He addresses the fallacy that solely assembling a proficient tech team guarantees a company's success. Dan goes further into this idea, explaining that there are many other important things a company needs to do to be successful besides having a skilled tech team. He talks about all the different parts that are needed for a company to do well, not just having good tech people.
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
1:09 Robb starts the podcast enthusiastically as he mentions that both companies, OSR and vCIOToolbox, are attendees for IT Nation.
4:40 Robb commends Brian for his improved 30-second pitch and expresses pride in his progress in delivering a concise message. Brian then discusses the challenges of crafting a 30-second pitch and how he improved through the PitchIT program.
6:11 Brian talks about his journey from avoiding self-promotion to becoming more comfortable with it. They discuss the benefits of receiving constructive criticism and the importance of embracing it to grow.
12:43 They discuss the impact of PitchIT and how it has helped them refine their pitches and brand messages.
15:02 The hosts encourage listeners to attend the PitchIT competition at IT Nation and witness vendors' well-crafted 30-second pitches.
19:44 Brian delivers a short and concise pitch for vCIOToolbox and asks for the audience's support in the competition.
Show Website: https://mspbusinessschool.com/
Guest
Name: Ian Y. Garrett https://www.linkedin.com/in/ianygarrett/ Company: https://www.phalanx.io/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Ian Y. Garrett is the CEO and co-founder of Phalanx, and was formally a US Army Cyber officer as well as a data scientist in the defense sector. He combines his operational knowledge with his PhD research to bring unique insights to the intersection of artificial intelligence & cybersecurity.
1:49 Ian Garrett, our guest today, takes a moment to introduce himself and give us a peek into his journey into the industry. Ian also talks about data loss prevention solutions, offering us his professional insights and thoughts on these products.
9:24 Ian highlights the prevalence of AI automation tools in the data loss prevention landscape. He sheds light on the dual-edged sword these tools represent, as they empower both defenders and attackers. This discussion underscores the significance of incorporating automation into your defense and security strategies, emphasizing that relying solely on human efforts is akin to starting a losing battle.
13:00 Tim raises a pivotal question about integrating AI effectively. Ian advocates for a focus on automation over AI, pointing out that sometimes, it's the automation itself that holds the key, without the need for AI complexity. He strongly emphasizes the importance of reducing or eliminating human involvement within the system as a critical step to mitigate or prevent data loss.
18:00 BBrian discusses the nuances of risks and de-risking and turns to Ian to explore his approach model, particularly for those individuals who may not be well-versed or deeply invested in the nuances of AI.
Show Website: https://mspbusinessschool.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
2:19 Robb kicks things off by discussing how you can really get into AI, and he suggests using Chat GPT. He goes on to explain how simple yet incredibly valuable AI can be, saving you a ton of time. However, he also highlights a common stumbling block - improper use of prompts that hinders many from harnessing AI's full potential.
8:05 Tim raises a valid question about the downsides of systems like ChatGPT, and Robb addresses some of the issues and limitations he's come across. Robb also mentions that many companies are working on developing their own private AI models to avoid some of these pitfalls.
14:52 Tim brings up the topic of AI regulation, expressing his concern about the lack of regulation in this field. He points out that this is indeed a complex issue. Robb offers an example of how AI, like ChatGPT, could potentially claim ownership of content you've worked hard on. Brian chimes in and talks about the challenges in regulating AI and its effects.
17:01 Brian shifts the conversation to deepfakes, noting their incredible yet somewhat unsettling potential. Robb agrees with Brian and mentions examples like Descript and D-ID AI, which he found to be impressive.
19:16 Brian then looks ahead to the future of AI. Robb shares his insights, anticipating significant AI developments in the next two years, such as AI making prospecting calls. Tim adds that he envisions a future where we can have meaningful conversations with AI, where they assist people, gather reactions, handle objections, and even train individuals.
Show Website: https://mspbusinessschool.com/
Guest
Gar Whaley linkedin.com/in/garwhaley/ Don Sauer linkedin.com/in/donsauer Reid Johnston linkedin.com/in/reidjohnston/ Company: TealTech tealtech.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
Don Sauer
Took a more direct path to acquiring nearly 35 years of IT expertise. It began in the US Navy, where he first worked on computer-controlled weapons systems.
From there he amassed diverse IT experience in every kind of industry and organization, public-sector and private, startup to large-scale enterprise. Each presented unique challenges and allowed Don to develop a rare diversity of perspectives when it comes to designing and deploying IT solutions, and it never obscured Don’s focus on learning what’s best for a specific business, agency, or organization.
Gar Whaley
Gar Whaley, Aligned cofounder, always knew he wanted to run his own business. As technologically savvy as he is today, he honed his customer-centric business philosophy in the restaurant industry. Though he found satisfaction in owning a successful franchise, this experience introduced him to computer systems. Gar realized how beneficial appropriate IT solutions could be for other small businesses. This realization led him into the technology sector over 25 years ago, during the dot-com boom.
Reid Johnston
TechGen Consulting, Inc. was founded by Reid in 2000 as a sole proprietorship and later incorporated in 2002. Before starting TechGen, Reid worked as a web application developer, with a passion for problem-solving and working with people.
A technology enthusiast from a very early age, Reid dismantled and rebuilt computers before finishing elementary school. He holds a Bachelor of Science degree in Entrepreneurial Management from the Carlson School of Management at the University of Minnesota.
1:33 Gar Whaley kicks things off by sharing how he, Don, and Reid started working together and what their current projects are. Then, Reid speaks on why choosing to merge was a game-changer, not just for him personally but for their company too. And Don chimes in, explaining how their teamwork is a win-win, allowing them to serve their clients even more effectively."
12:05 Tim throws a curveball, asking, "What caught you off guard during the merger?" Don doesn't hold back and spills the beans about a client bailing just four days before the settlement. It was a gut punch, but thanks to their strong bond, they saw it as a mere speed bump on their journey.
16:33 Reid chimes in with his response to Tim's query. He admits that navigating the varying communication styles and practices between their merging companies posed a real challenge. They knew it would be par for the course, but they're committed to smoothing out these wrinkles as they move forward.
18:10 Gar delves into why and how their merger hit the bullseye. The fact that they had remarkably similar tech stacks and product offerings was a major win. What's more, sharing nearly identical core values, makes the merger feel like a walk in the park.
23:29 Reid gives a bit of advice to those who are planning on doing a merger or acquisition to have partners you can trust. Gar says that having an entrepreneurial mindset is also one of the keys which Brian agrees.
Show Website: https://mspbusinessschool.com/
Guest
Frank Raimondi linkedin.com/in/frankraimondi
Matthew Koenig linkedin.com/in/mkkoenig
Company: Nodeware® https://nodeware.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:23 Matthew shares how he started his MSP journey. Interestingly, he was in a band before and even played for Disney! He shares that similar to a lot of people in the industry, he also started as a salesperson and he kind of drifted to specializing in MSP. Frank also shares his background and experiences with some notable companies such as Apple, Intel, and more.
13:30 Matt and Frank discuss their integration with vCIOToolbox.
17:31 Frank discusses the concept of Cyber hygiene and how it relates to compliance and GRC. He simplifies the idea of cyber hygiene, emphasizing its relevance to anyone navigating the digital landscape. He also talks about vulnerability management.
19:48 Brian addresses the impacts of the changes on the end user. He observes that in the current landscape, there's a noticeable shift in emphasis, with cyber liability taking center stage over the traditionally dominant concerns related to regulatory adherence and compliance. This shift reflects a growing recognition of the evolving digital risks and the increasing need to address them comprehensively.
22:12 To wrap up the podcast, Brian provides valuable insights into the functionality of vCIOToolbox and explains how its seamless integration with Nodeware can bring significant benefits to end users.
Show Website: https://mspbusinessschool.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com 2:11 Tim kicks things off by mentioning that there are various paths to making a transition. He then shares a story about how he and Robb got their transition journey underway, offering some friendly advice on how to go about hiring more folks and what initial steps you should take when thinking about making a switch. Afterward, Robb chimes in on Brian's question about the ideal timing for bringing in a sales rep, pondering whether it's best to do it before you commit to a transition or afterward.
8:57 When talking about sales reps, Tim points out that if someone's doing well within the MSP community, they really know their stuff. However, he also emphasizes that it's not a one-person show. Having a solid sales engineer and a good process working behind the scenes is just as important.
11:00 When Brian reflects on the most memorable onboarding experiences, he fondly recalls receiving gifts, but what stood out was that these gifts weren't just for the new sales reps themselves—they were actually thoughtful gestures for their spouses or partners. He also brings up some other awesome practices that he found really valuable during onboarding.
16:00 Robb jumps in and gives a full list of what to do and how to properly onboard a new sales rep. Brian and Tim add their two cents by sharing one of their memorable experiences.
20:00 Returning to the key question about shifting towards owner-led sales, Brian explains that having a great sales rep has a direct impact on your sales. It's crucial to consider how these reps communicate with the team, their people skills, and how they handle interactions with others, as this reflects how they treat your company's customers.
Show Website: https://mspbusinessschool.com/ Guest Name: Bobby Jacobs https://www.linkedin.com/in/bobbyjacobs/ Company: Thread https://www.getthread.com/about-us Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Bobby Jacobs is the Head of Growth at Thread. It has previously sold refurbished HP products on AIM. Prior to Thread, Bobby was an early employee at Liongard where he helped MSPs increase their security, efficiencies, and profit. Bobby is also the 2nd Grade Biggest Smile Winner. 3:15 – Bobby tells us more about himself and how he ended himself in the strange world of MSP. He loves the MSP space. When he was first at Liongard, he introduced many of his friends to the MSP space. He is also an undergraduate entrepreneur. He was looking for his next opportunity, and a mentor of his knew a person who owned a company in Houston that resold and refurbished IT hardware. For around 30 years, this company has been reselling compact items. 7:48 – Brian claims that all of them have specialized knowledge and are mostly attempting to teach a person how to fish out here. He adds that he, Robb, and Tim were all from that area and that he sought to take what little of it they accomplished and figure out a way to share it with others. 8:45 – Tim emphasizes that there are a lot of vendors in the space that came specifically from the MSP world. He also states that they do not need to begin in the MSP community, but it does make the transfer into the vendor market much easier. 14:46 – Bobby states that he was been really cool about what happened a year ago now. They held a weekend hackathon to begin utilizing open AI, which generated discussion. As a result, they developed the first iteration of their automated time input application and gave their AI service the name co-pilot. 20:34 – Brian indicates that the applications are endless. Robb and Tim have discussed it from a sales perspective. He also says that they are investigating how they may help with investigations by understanding the responses that have been supplied globally. 21:25 – Robb places a bet with Bobby for the first time in years that there will be more AI firms with cybersecurity concepts out there, and that vendors with AI front and center will outnumber vendors with cybersecurity front and center.
Show Website: https://mspbusinessschool.com/ Guest Name: Karla Reffold https://www.linkedin.com/in/karlareffold/ Company: Orpheus Cyber https://orpheus-cyber.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Karla is the COO of Orpheus Cyber. Orpheus is a threat intelligence company with a SAAS platform that helps organizations manage their own risk, and that of their third parties, with an easy-to-understand cyber risk score. Prior to joining Orpheus, Karla founded the international recruitment business, BeecherMadden before overseeing their acquisition by Nicoll Curtin. As a Director for Nicoll Curtin, she expanded the company further before moving to the US to accelerate the growth of the American business.
2:55 – Karla shares her background and how she got involved with the MSP Marketplace. She made a shout-out to Mark of Appgate saying he is the person who opened the MSP door for her and introduced her to a variety of people, events, and other activities.
7:47 – Brian appreciates Karla's observation. Brian also emphasizes that the MSP market is starting to realize the importance of security. He also poses a question about Third-Party Risk and the matrix to be shared with the customer.
15:16 – Karla states that she was amazed to be able to watch teams go from one head of information security who couldn't obtain a budget to teams of 10 to 20 or more.
18:29 – Brian claims that even threats are constantly evolving, therefore they require the support of someone who can remain on top of it for them since MSP owners and teams already have too many responsibilities. He also asks Karla about MSPs collaborating with customers to help vendors better.
20:15 – Tim mentioned that he and Robb work more on the sales side, and he thinks that it'll be game-changing to find new ways to show vulnerabilities to prospects and ways that they can help.
Show Website: https://mspbusinessschool.com/
Guest
Name: Nick Wolf https://www.linkedin.com/in/wolfnick/
Company: Evo Security https://www.evosecurity.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Nick is the Director of Partner Acquisition at Evo Security, an Identity and access Management vendor for MSPs and MSSPs. Previously he worked at Datto for 9 years as one of their first employees and helped grow the company from being a startup to a successful exit of over $1 Billion. He also helped launch SKOUT Cybersecurity, an XDR vendor for MSSPs that was later acquired by Barracuda Networks in 2021.
3:31 Nick Wolf opens up about himself. He shares that he’s been in the MSP industry for 13 years and he started way back in high school. He also talks about what he does and what his company offers.
7:41 Brian inquires about Nick's most memorable tales from the cyber world, prompting Nick to share some interesting and unforgettable experiences. In addition, Nick emphasizes the critical significance of identity protection in today's digital landscape.
12:06 Tim queries Nick about the company's aspirations for the next two to three years. Nick shares some of their future plans, collaborations, and partnerships. He also talks about how their products are revolutionizing the security industry.
18:49 Robb inquires about Nick's journey into Evo, to which Nick recounts how it all began through a LinkedIn connection with the CEO. Robb further expresses astonishment at the rapid growth of the company, noting that Evo has expanded its size by a remarkable factor in a relatively short span of time.
Challenge: We’d love to hear your pitches! If you can, send us a video of you, and let’s have a pitch dissection series here at MSP Business School!
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:56 Brian introduces the topic of how to make elevated and effective pitches for MSP. Robb offers his perspective on the matter saying he has an advantage on this, given that their company offers a product that formulates concise 30-second pitches for clients. Nevertheless, he emphasizes that the dynamic changes when you're under the pressure of a ticking timer, underscoring the critical importance of preparedness and diligent practice.
4:30 Brian reflects on his past experiences in delivering sales pitches, pinpointing the challenge of condensing and selecting key elements within a timed presentation. Robb agrees with Brian saying that Tim and he even allotted 170 hours just to perfect the two decks they've meticulously crafted. Tim talks about how he did his 60-second pitch and shares some techniques.
12:49 Tim and Robb answer the question “What should an MSP think about when crafting a pitch?”. Brian also added how important getting into the hook part fast when giving a pitch.
18:40 Robb probes Brian with a thought-provoking question: Which is the more intimidating challenge, the investor pitch or the MSP pitch? Brian responds candidly, and Robb, drawing from his own experiences, acknowledges the significant stress associated with these endeavors.
EP 165 - Sales Trend & Insights with Allison Trisko and Charlie Farris
1:15 Robb introduces the two guests, Charlie and Allison. They are both from OSR Manage.
1:58 Charlie talks about how Managed Service Providers (MSPs) can contribute to the efficient operation of a business. He also gives an example of how club members get membership in exchange for “protecting Member data" which indicates the importance of maintaining the privacy and security of sensitive member information. Since club members invest a significant amount of money for their membership privileges, it's crucial to safeguard their data and ensure a secure environment.
4:35 Tim pitches in and says there is a potential role for MSPs in the business, e.g., golf course. Even though colleges or universities might not be the primary targets for MSPs, it's still valuable for MSPs to explore opportunities in such diverse industries.
9:23 Tim highlights the growing acceptance of co-management, drawing parallels between industries with diverse revenue streams, and emphasizing the strategy of entering through specialized aspects and then expanding within different industries.
12:22 Charlie emphasizes how the specialized approach of MSPs in the country club industry is bringing about positive changes in how these clubs operate. When the MSPs effectively demonstrate the value they can provide, it leads to improved business processes, and this shift is more likely to occur when the clubs recognize the need for improvement and solutions to their challenges.
14:28 Allison discusses how contracts with private golf courses and MSPs work similarly to other businesses. It also encourages the idea of reaching out to golf courses beyond your immediate area, as there might be broader opportunities through associated courses in different states, which could potentially be served remotely. The importance of identifying challenges and building relationships is emphasized.
Show Website: https://mspbusinessschool.com/
Guest
Name: Taher Hamid https://www.linkedin.com/in/taherhishamhamid/
Company: MSP Camp https://msp-camp.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
3:45 - Taher Hamid introduces himself. He talks about how they started with three people but now they have over 28 staff in a state-of-the-art building with amazing facilities.
6:53 - Robb asks about the number one mistake made during his first year. His biggest mistake, he says, was not learning enough. He also discusses how long it took him to land his first major client. Taher further explains how producing relevant content and attending various events may help with marketing.
10:18 - Taher discusses the MSP Camp and how helpful it would have been if he had known about it when he was just starting out. He also highlights how detailed and particular social media content should be in order to have a successful campaign.
16:33 When it comes to marketing, Brian agrees with Taher. Marketing should concentrate on "what do they care about?"". Robb adds that engaging in social media is also highly important. Tim expresses his observation that many MSPs do not have marketing staff or outsource marketing to a marketing business but do not devote enough effort to it.
19:37 Taher points out how important time is in marketing, “time is a strategy”.
22:05 Taher talks about MSP Camp and what to do if you want to join in one.
Show Website: https://mspbusinessschool.com/
Guest Name: Jake Gregorich https://www.linkedin.com/in/jake-greg...
Company: Lyra Technology Group https://lyratechgroup.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Jake oversees revenue generation for one of the largest and fastest-growing IT service companies in the country, Lyra Technology Group, An Evergreen Services Group Company. In just five years, he went from an entry-level copier and IT salesperson to head of sales of an enterprise-size MSP which is on pace to double in size in 2023. He shares his experiences and learnings from that journey with his team and partner companies to help them achieve their growth goals.
02:13 – Jake, who is acquainted with someone at Pepsi Co, shares his journey through their management training program. Pepsi Co is a Fortune 50 company with a slow corporate ladder, with gross margins of 10%. Jake's entrepreneurial spirit and quick-moving nature make him a strong candidate for a job with Impact Networking, a large MSP based in Chicago. The company's sales training program has been experiencing significant growth, and Jake's entrepreneurial spirit has helped him succeed in his career.
04:43 – Robb inquires Jake as to where we are on the sales side of that company and at what level. How did it feel to be in that capacity, moving up into a much larger company? What was your sense of progress, and how did the transition go for you?
08:17 – Brian mentioned that when an acquisition occurs, those who dislike the corporate world may struggle to transition into the PE-backed arena due to the new reporting structure, reporting quality, and accountability changes. This is due to the new accountabilities and accountability requirements, which are essential for success in the PE-backed arena.
12:52 –Tim explained that being in charge of 20 different MSPs across the Northeast and Midwest keeps us updated on what they're doing, how the transition has gone, and how it's functioning.
17:15 – Brian suggested keeping ownership groups somewhat autonomous helps with the transition, as they don't relinquish power overnight. This approach model allows them to become part of the larger mission, which is interesting.
19:21 – Jake said that there are some things that they should know that suggests preparing for an event, especially for MSP owners who want the highest check. Knowing which companies to work with and ensuring the highest check is crucial for success in a large auction process. Companies that prioritize the highest check are more likely to be involved in the event.
Show Website: https://mspbusinessschool.com/
Guest Name: Brian Hoppe https://www.linkedin.com/in/brianhoppe/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Brian Hoppe has been part of the Managed Services industry since the early 2000s. He earned both his Bachelor’s and MBA from Baylor University.
For over 20 years, Brian has worked in multiple MSPs and has bought and sold multiple MSPs. He’s been everything from a technician to Ops Manager to CFO to CEO. He has grown multiple MSPs to over $5 million in revenue and managed MSPs in excess of $15 million in revenue. Brian has a thorough understanding of all the ins and outs of running a highly successful MSP. But more importantly, he understands how to help MSP leaders get the most from their business. His expertise in leadership and coaching can help any MSP owner or CEO achieve the results they want in both business and life.
01:48 – Brian's journey from MSP to a full-service managed service provider began 20 years ago with a company he did not own. In 2007, the company transitioned from break-fix to completely managed services, growing from a couple of individuals over 45 to a fully managed service. Brian's career is marked by the transformation from a family office-owned company to an MSP company.
06:08 – Brian talks about the need for open communication during the due diligence process, as there are no secrets involved. This process can take a long time, especially if peas are engaged from introduction to deal closing.
10:12 – Brian discusses a business partner and a conversation outside his knowledge. He discussed
the potential outcome of the deal and his willingness to exit for money or after the sale. 12:22 – Tim comments on what Brian Hoppe stated, and he's curious to see what they're seeking to accomplish now, what their next venture will be, how they'll do it, and what the different things will be like.
16:37 - Brian asks what advice they might give to a first-time MSP considering entering the coaching journey, what questions they should be asking themselves, and what they should be prepared to undertake as they enter into that arrangement.
19:22 – Tim appreciates his coachability and the number of people joining peer groups with business coaches. He believes those who aren't open to change may not even consider it.
Guest
Name: Chris Dix https://www.linkedin.com/in/thoughtpost/
Company: ChatStyle.ai https://chatstyle.ai/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Chris Dix is the founder of ChatStyle, a software company based in Charlotte, NC, that provides chat and automation solutions for MSPs and their customers. Chris has over 20 years of experience developing software and is a former Microsoft MVP. He is also an author and has spoken at conferences for Microsoft, O'Reilly, ConnectWise, and MSPGeekCon.
3:10 Chris gives an overview of how he started doing MSP. He is a software developer and this gives him the skill set needed in working for MSP. He also discusses what truly is his drive for joining MSP and the challenges he wanted to overcome.
5:15 Brian mentions that there are a lot of tools available in the market with a variety of functions, Chris pitched that his starting point was the lack of consistent communication channels for customers and tech team.
12:01 Chris starts talking about the AI function of the tool.
15:12 Robb asks about PSA integrations with the program. Chris answers ConnectWise and AutoTask to name a few. He also says implementation with Halo and Freshdesk is also ongoing. He also shares some plans they have for this year as well as some improvements, especially on CRM.
18:45 Before closing Robb asked Chris which app has more people, Slack or Teams. Chris explains his answer and shares what struggles and challenges they face to make their program work since these two applications have different focuses.
0:32 – Brian mentioned that it made us consider how the summer months can cause everyone to feel a little slower. Although they can observe some market changes, this does not give them the license to start pointing fingers and blaming the weather. They can take control and ensure that sales are successful over the course of the summer and the long term by doing a few things.
1:35 – Tim claims that OSR has been similar, with pipeline participants participating but without necessarily being present. According to him, this trend started last year and has intensified this year. Although there are methods to get around this, he thinks that more people are taking vacations this year than last. The prolonging of the time until closing is more likely a sign of unwillingness to depart than a lack of engagement.
4:25 – Robb explains the cyclical nature of MSP deal closings, indicating that they can speak to fewer decision-makers during the summer months, but they do require to have more time for longer conversations. This shift in prospecting may result in a more favorable market for schools, municipalities, governments, and contracts in dates. The recent flush season of the CPA provides an opportunity for MSPs to target these areas.
9:52 – Brian advised remaining involved and monitoring output to make sure that sales and deals are successfully accomplished during the summer. Sales may be slower since some transactions might take longer. Businesses should step up their efforts and concentrate on the third and fourth week of August when students return to school in order to make the most of the little window between Labor Day and Thanksgiving. Businesses can maximize their potential and secure success in the future months by concentrating on these things.
14:57 – Brian noticed that marketing firms frequently set the rules for how to market, but he discovered that other vendors showed less interest. Only marketing companies have fully included the video in their processes, therefore the MSP community may benefit from including fragments of it in their procedures. This is a result of their efforts to market and sell their services.
17:56 – Tim stated that it simply goes back to them wanting to separate themselves in any way shape or form because there is so much white noise out there that you have to break through it and video.
18:20 – Brian stated that as salespeople, they all understand that the first step is to sell the meeting and the second step is to sell the product, so they have to use something to get to the meeting, and if that can be a way to get to a meeting and put some trust into the equation upfront, put some comfortability with the end user for when they do meet with them, and it's something they can start doing in their spare time.
Show Website: https://mspbusinessschool.com/
Guest
Name: Greg Sharp https://www.linkedin.com/in/greg-sharp-2598713/ 3
Company: ZenContract https://www.zencontract.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Greg Sharp & Trevor Thomas – Contract Chaos No More
Greg Sharp, a CISSP-qualified IT security engineer, is the Managing Director of ZenContract, a company with team members in New Zealand, Australia, the Philippines, the United Kingdom, and Canada. With 30 years of experience in the IT industry, he has served on advisory boards for Datto, Autotask, Dropbox, Microsoft, and Cisco in the APAC region. Greg is currently on three MSP advisory boards and has been a director of multiple businesses. He built and sold three MSP businesses, including the latest one sold to a division of the New Zealand government for a record-breaking multiplier. This process and systems led to the creation of ZenContract, which allows MSPs to fully own contract and agreement management. Greg leads a dream team of specialists, forming a culture that automates and enhances MSP contract management for all MSPs.
6:45 – Brian stated that contract management is a key difficulty in MSPs because many contracts become open-ended at the contract point.
9:51 – Tim’s focused on assisting MSPs in growing their sales departments and dealing with the complexity that comes from big clients. They've been talking with a client about how to get the service manager to work and get an accurate picture of their client base. The discussion attempts to assist clients in improving their sales departments and streamlining their contracts.
11:03 – Greg offered a glimpse of AOR over 12, 24, and 36 months, noting that their MSPs will be evaluated using a multiplier of contracted revenue. As they have contracted revenue for one to three years, this technique creates a sense of stability and assurance. The formula may be a combination of these criteria, offering a reliable assessment of the worth of their MSPs.
15:41 – Greg said that ConnectWise and Auto Task are currently quite well integrated with the system. They are now working on Halo, which will be released soon. The system incorporates price, work kinds, inventory, and other data at the client level. Because the solution does not play in CPQ distribution streams, they must include recurring monthly contracts. The PSA believes it is critical to bring this up for discussion. Halo is another price quoting tool, however, it is not specifically designed for managing recurring monthly revenue.
20:26 – Tim noted the ease with which account managers and VCIOs may access QBR, adding that it eliminates concerns regarding signature difficulties. He recalls incidents in the MSP world where a single signature caused problems.
21:38 – Greg mentioned that MSPs are also employing templates for project variation sign-offs, which allows them to deliver scope variations for signatures in the middle of a project. These templates are immediately saved in the PSA against opportunities or contracts, capturing all components of the solution negotiation process. This tool assists MSPs in managing project variances and ensuring the project negotiation process runs smoothly.
24:22 – Trevor expressed interest in working on the channel because he is familiar with several of the characters. He is looking forward to the pitching program and IT Nation Connect, which will focus on webinar strategies.
1:13 – Abe outlines his plans to discuss three topics in today’s podcast. First is his lunch conversation with an IT Nation member, which he thinks would be very helpful for the listeners. Second, an update on the overall market (acquisition). Lastly, IT Nation on Denver this August 2023.
5:26 – Abe shared a slide of the lunch conversation. He explains that in just 3.5 years, there are already 73 parties now involved and it includes 11 platform investments.
7:46 – The guest talks about the Modes Theory™. Robb does a follow-up to what is the Modes Theory™ about and what it is for. He emphasizes that one best aspect of the Modes Theory is that, you can have your leadership team take the assessment which means you can see and understand where your people are coming from.
12:50 – “Organic growth is more valuable than M&A growth”, Abe emphasizes. Although he himself is an m&a advisor, he advocates organic growth. The business should have and focus on its secret sauce and grow organically, then later venture into m&a. He urges that these three should be satisfied: the business core, the best customers, and use m&a to help complement the first two strategies.
17:01 – Brian raises the question about vertical shifting. Abe gives advice and expands on how important having deep expertise in whatever vertical you are in.
20:51– Robb clarifies Abe’s early statement in which the latter says that having 20% growth than a good profit is better. Abe explains further and discusses his previous point.
25:16 – To increase valuation, Abe suggests attending peer groups such as IT Nation every year. Lastly, he emphasized MSPs making a strategy to grow organically.
26:40 – Tim talks about how Sales Maturity helps a lot of MSPs during their pre-peer group stage but in the organic growth phase to get up and make an organic sales model
1:00 – Brian initiated the discussion and provided a brief overview of the Safeguard Rules, highlighting their scope, functionality, and associated regulations.
3:50 – Tim clarified the specific sector to which the rules are applicable, while Brian proceeded to illustrate several prevalent industries that, based on his experience, often struggle with managing sensitive information, such as social security numbers and similar data.
8:10 – Robb inquired about the last industry mentioned in the list and expressed astonishment upon learning that it was a "non-federally insured credit union." Brian explained that certain credit unions are affiliated with specific companies and drew upon his past professional experience working in such an institution.
11:04 – Robb inquired about the implementation timeline for the new rules, to which Brian clarified that they were initially introduced in December 2022 and were granted an additional extension until June 9, 2023. Brian expressed his belief that there would not be any further extensions beyond this point. He proceeded to outline the essential tasks that needed to be undertaken, including the proper handling and encryption of sensitive data, the development of incident response plans, and various other requirements. Brian highlighted that there were a total of 17 items on the list that needed to be addressed.
15:13 – Brian discussed how this new rule will be beneficial for the MSP. Robb pitched in some of his ideas on how he could build a more successful campaign using the new safeguard rule.
In this episode, our team talks about the tactics to accelerate revenue growth. With many MSPs and MSSPs focused on the holy grail of recurring revenue, there may be some low-hanging fruit to boost your top line and expand your profits.
2:04: Tim opens the discussion by talking about a trend where MSPs feel the need to diminish hardware revenue. He talks about tactics to work deal registration, discounts, and spiffs to dramatically grow your margin on NRC projects.
4:27: Robb talks about contract reviews and the mindset of not rocking the boat with MRR customers. If you are not looking at increasing rates for your services within your contracts you will ultimately be losing money (think inflation). Brian shares his thoughts about the deals that can haunt you if you don’t correct them.
9:15: Brian suggests never discounting, but adjusting the scope to the right size on underwater contracts. Robb and Tim share their tactic of reducing the inflationary clause in exchange for time commitment driving a win/win for both parties.
13:04: New customer acquisition strategies and ensuring you are market-pricing are critical. Leverage peer groups, trade shows, and market demographics to build pricing models. Robb also mentioned asking for contracts “to ensure apples-to-apples comparisons to get market pricing. They had an 80% success rate in looking at contracts.
16:04: We close by looking at how to goal yourself on customer acquisition. Robb hits the fact…you need to prospect, prospect and prospect.
We are part of the PitchIT Program! 00:48 Brian provided a summary of the PitchIT program, explaining its nature and purpose. Robb supported Brian's statement and shared his own experience of the program's inaugural class. He expressed his excitement at witnessing the participation of prominent and reputable companies in the program.
03:22 Brian talks about the challenges of starting a new company.
4:30 Tim talks about how awesome it was to be part of the program and just being together with like-minded individuals really sets a different mood.
06:18 Robb expresses his enthusiasm about the business assessment and reveals his surprise at receiving a low score, despite believing that he maintained a reasonably healthy work-life balance. Adding to the conversation, Brian shares that his score was low on the "strategy" aspect.
11:17 Brian urges other vendors who are listening to the podcast to join or perhaps listen to others in the program. He also highlighted that this also a great opportunity to network as well.
12:59 Robb encourages everyone to tune in to the ConnectWise LinkedIn page to learn more about clever business and good ideas related to the program.
The subject of today's podcast centers on the utilization of ChatGPT as an essential component of one's sales process.
00:54 Robb enthusiastically discusses how AI has the potential to be the next step in the development of the world. He then mentions how ChatGPT has been a valuable resource for him in multiple ways, including coding and stock trading, and expresses his amazement at its helpfulness.
2:47 Tim shares Robb's viewpoint, as he has also noticed that an increasing number of his clients are using AI to develop and construct emails. They have found AI to be a useful resource for generating initial content and creating sustainable emails that can be incorporated into automation sequences.
5:50 Brian discussed his use of AI in conjunction with a virtual assistant (VA). He specifically mentioned using Jasper, an AI tool he believes is more focused on marketing. Brian provided an explanation of Jasper's functions and described how he guides his VA in using it to achieve desired results that align with the company's tone.
9:42 Robb discussed the comparison between ChatGPT and Jasper, and Brian agreed that while the two AI systems share similarities, they have different applications. Brian also touched on the features of machine learning and AI present in both systems.
15:21 Brian expressed concern about the extent to which AI engines can learn and improve upon existing processes, and at what point they become aware that they are not learning for their own benefit. Tim agreed and acknowledged that Brian's worry is valid, citing social media as an example. He mentioned the significant role AI plays in creating posts and generating feeds, which can be overwhelming
17:59 Tim explained his use of AI in marketing and sales, specifically in creating LinkedIn posts, email templates, and content. Robb added that he uses AI as a tool to change the tone of his writing and transform bullet points into readable paragraphs. Brian also chimed in, stating that he employs AI to enhance the quality of his writing and generate effective subject lines for email campaigns.
Show Website: https://mspbusinessschool.com/ Guest Name: Jake Carroll https://www.linkedin.com/in/jake-carr... Company: OSR Mange https://www.osrmanage.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
1:59 – Jake said that there have always been a lot of people who chose to work in sales or as a group of people who work in sales, whether they had a degree or not. Before you could start working, there was no salary and you couldn't just go knocking on doors.
7:19 – Brian asks Jake what is his role as a Virtual Sales Manager.
11:07 – Tim stated he won't even argue that you were recruited as an engineer to protect forever, no matter what it is or how high up the scale it is. The salesperson actually needs more supervision, more oversight, and more training.
15:24 – Robb asks Jake what would you say do you manage a lot of people? Do you manage others or do you manage in salespeople? What would you say is probably what you have to do most during your manager time? Are you coaching, reps up, or are you doing kind of ability, are you being the person in between? What would you say is the most time-consuming of your job?
23:14 – Jake claimed that we currently have some very strong indicators, none of which are more straightforward than the emails you exchange with one another. Email correspondence between the individual you are dealing with at the company and your company is a really excellent indicator. The disadvantage of maintaining the moment is that it has a table and asks if everyone is in agreement if the meeting doesn't start or if this is the agenda.
Show Website: https://mspbusinessschool.com/
Document Link: https://tinyurl.com/ywv26e28
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
0:28 Brian kicks off the podcast by talking about the business canvas model. He talks about its advantages and how it can open great opportunities in the IT industry.
3:04 Brian starts introducing today’s agenda and gives a brief description of what to do to dive into today’s topic effectively. He starts presenting the business canvas model and discusses the different columns.
6:52 Robb shares his understanding of the value proposition. He says that when the company has new products or services, they always make it a priority to ask clients what they are trying to solve or what services they need that you can offer. Robb points out that it starts with stories of successes and failures.
11:39 Tim suggests that revenue size should also be considered under Customer Segments. He mentions that the revenue size of clients you bring in is critical. He also noted that mid-size companies are large enough to understand how technology works for them.
19:22 Robb discusses Channels. He gives emphasis not only on understanding the channels but how it relates to your budget.
26:44 Brian gives voice to the question, “How do we use?” He explains how using a business model could help a company immensely. Robb adds his thoughts on the partnership side. He said that a few years back partnerships were all transactional, however, when covid hit many companies suffered losses yet were saved due to having a close partnership. He ends his discussion with an encouraging note - be a person that has a great relationship with the partners/vendors and not just transactional because there’s gonna come a time when they’ll give you a referral or they’re gonna help you when you are having an issue.
Show Website: https://mspbusinessschool.com/
Guest
Name: Doug Kreitzberg https://www.linkedin.com/in/dougkreitzberg/
Company: SeedPod Cyber https://seedpodcyber.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In 2018, Doug founded a cybersecurity and data privacy risk consulting firm. It was through his consulting practice that he learned the value that Managed Service Providers bring to small and medium-sized businesses.
That insight formed the basis for SeedPod Cyber, a cyber insurance managing general agency Kreitzberg founded in 2021 which partners with Managed Service Providers to provide cyber insurance to their clients.
1:49 Doug gives a brief recap on how he started in technology and insurance, then ended up running an organization. He also shares some reasons why Seedpod got created, the company’s goals in providing better insurance coverage with a competitive price, and businesses that use their services.
5:50 Brian asks how to define if a company is over-insuring or under-insuring, in which Doug answers that two areas come into play when figuring out which insurance is better suited 1. Liability and 2.Cost of System Restoration. He also expounded on each point and gives examples of real-life situations.
14:20 How do people best protect themselves against attacks and what does it look like in the insurance industry? Doug answers Brian’s question by saying that when it comes to MSP, it’s always related to aggregation risks. There are several aspects to dealing with these situations, technical standpoints and contractual aspects. He elaborates that the relationship that you have with your client, account management, and trust is very critical when an event occurs.
20:35 Robb expresses his opinion on how smart and how good of an idea Doug’s company does. He explained that usually when there are problems or stressful situations, the first thing we ought to do is to just jump in and fix the problem but now he realized that it’s equally/more important to step back and call the insurance provider to avoid further damage.
22:07 Brian poses his last question about the state regulations impacting the premiums. Doug answers that state regulations are actually favorable however the new privacy regulation is still under heat.
EP 149 - Roundtable - Perfecting the Art of the Sales One on One
2:21 Robb starts discussing his ideas about sales one on one. He says that one important aspect that owners missed is having a head check. He points out that it is essential to start the week by asking your sales persons how they were and if there were anything they would like to talk about. In this manner, you are understanding your sales reps before you are understood.
6:44 Robb continues saying that it should always be the reps that have to bring in the numbers and the report, and not the manager. Brian agrees with Robb’s point as the reps are the ones responsible in bring in people to the business. Tim expands the discussion by specifying that when choosing reps, you want somebody who is money-driven and someone who knows exactly what they were doing.
10:30 As Brian talks about reps fluffing their reports and numbers, Robb provided two easy ways to recognize if the reps are fluffing – a) the 8-6-4-1 rule and b) if they keep talking about the one deal they are working on. He expounds that these two methods have been of great help in identifying red flags.
14:55 The third step in perfecting sales one-on-one according to Robb is having built-in steps for the next six weeks. He emphasized that if there are no steps shown, you are going to start from square one as it is already considered a lost deal. He also added that aside from weekly meetings, it is also necessary to meet monthly to talk about quarterly rocks – how to improve the reps long term and how to get them to the next position in the company.
17:04 Tim added that one-on-one meetings with sales reps are different from one-on-one meetings with engineers or tech people. Salespeople got different personality types, they may like to talk and banter, so you ought to be prepared for the difference in the conversation. Robb joins in the topic, sharing his idea that it is significant to talk about their wins or losses however it is as equally as important to talk about how did they get to that win or loss. This is to figure out which aspects you can coach and have them supported.
19:20 Brian gives a recap of all the key points talked about during the discussion.
00:54 – Brian mentioned that many companies like to do daily stand-ups and huddles, but they are often haphazardly run and not as effective as they could be. They have a standardized process for running sales huddles with all their sales reps cascading across the US that virtually manage, but they can give insight into how to structure the huddle and make sure it is effective for all users on a call.
5:03 – Robb suggested that the role play should be divided into two parts: prospecting and objection handling. The goal is to have the participants try to get past a gatekeeper and get shut down by the gatekeeper, and then role play until one good thing is achieved.
6:36 – Tim said that the MSP Sparks have stats and figures that are easy to grasp, making it easier for salespersons to find the next reason why they should reach out to a company again. This helps them to have something in the back of their head to pull from when they talk to the decision-maker.
11:28 – Tim believes that role play is an effective way to self-diagnose a rep. He suggests finding a 3-minute call that is not an everyday thing, once a week or at least every other week, and listening to it. This is a good time for the rep to self-diagnose.
14:00 – Brian believes that a good morning huddle should have a conversation about what they did today, what they did yesterday, and what they accomplished yesterday. They also like the concept of mixing up content to keep people engaged, such as role play, pulling a calling, and bringing in inspirational quotes or something else to celebrate a win or dissect a loss. This will help keep people engaged and keep them focused on the task at hand.
Len DiCostanzo has been a mainstay of the global IT channel and is a sought-after consultant and speaker. For decades, he has been providing thought leadership and best practice guidance for senior leaders who want to understand the channel’s roots and its future. DiCostanzo consults and collaborates with leading and emerging channel vendors, as well as managed service providers and business technology solution providers who want to accelerate growth and better serve clients. He has worked with thousands of partners helping them build their managed services practice with a focus on service catalog development, pricing and bundling, and go-to-market strategy development and execution. His recent work has focused on helping SaaS and cybersecurity vendors and specialty distributors to grow their MSP and VAR channels by building comprehensive partner programs. The programs are designed to drive internal awareness across the business while accelerating partner go-to-market motion and recurring revenue for the vendor and their partners. Len has consulted with and led the buildout and execution of Partner Programs for top channel vendors including ConnectWise, LogMeIn, and LastPass.
2:08 – Len has been in the business for a long time, having started a solution provider business in 1984. He was a solution writer for 20 years and sold his business to a publicly traded company in 2001. He then moved to consulting and helping them build out their global MSP partner community and eventually found a role at Auto Task.
5:51 – Tim believes Len just made an important point about the number of MSPs they've spoken with over the years who simply don't know how to wrap all of those into one service. Despite his belief that people are far more advanced than they have ever been, there is still a great need.
9:10 – Brian believes that products are becoming more specialized and that MSPs should form a partnership with their vendor partner to better support their needs. This includes educating the vendor on how to better meet the needs of the MSP.
9:50 – Len said that it depends on the vendor and how they intend to market. They are aware that they are an outsourced partner. The bottom line is that every vendor must become a more strategic partner for the MSP, which begins with having a comprehensive and robust partner program.
11:43 – Robb's message is that MSPs often go to vendors with great ideas and don't implement them, leading to a loss of the vendor 6 months later. It is a powerful message that can help both the sale and implementation sides.
16:07 – Len spent a year and a half with Cordo before COVID sold the business, building a product called Cloud Optimizer for offices of sixty-five. He now consults on the MSP side and talks about the vendor's offering.
21:25 – Brian believes that the only way to increase the amount per seat charge is by consolidating products, building them into the service offering, and providing services around it. The products are just enablers for him to get to that service offering.
In this episode, they talked about Risky Business and Life in IT.
3:09 – Ken ended up in the crazy world of technology because he was a full-time firefighter for about twelve years and he started selling t-shirts and realized he needed a website. He taught himself how to code, and build a website, and decided that technology and business were what he wanted to do. He has been involved in a bunch of startups and taken a company public and has been involved with software for 25 years.
8:15 – Brian asks Ken “what drives kind of creativity for you today and what are your working on right now?” Ken is working on a project with Cybrance, a company that provides a platform for cyber compliance in risk management. The platform includes enterprise GRC, third-party risk management, cyber incidental response management, and more modules. Cybrance sees a need in the marketplace for software and the know-how to put something out there that has a real possibility of gaining significant market share.
11:06 – Brian said that the most important details in this text are that the human factor, insecurities, is the biggest challenge in delivering policy, following up on compliance, and reviewing status. There are a lot of moving pieces in infrastructure that are being recorded and measured, so it is important to ensure that they are being reviewed appropriately and not missing things that can get chaotic.
12:41 – Ken and his team are looking to reduce the number of tools used in the security landscape by offering different capabilities. They are also aware of how the three sixty partners and supplier and vendor ecosystem is expanding, with a thirty percent year of growth. They need to consider not only their suppliers, but also their partners, networks, and security posture. This can lead to an infinite loop of enrolling everything up without tools and things that make it easy to collect.
16:42 – Ken believes that when starting a business, you should be opportunistic and fluid in terms of who you take on as a client. You know the target demographic, twenty to hundred million in revenue, ten to twenty people on the IT staff, with one or two people focusing on security.
20:11 – Brian explains that when they think about their contacts, they think about the people they work with and law enforcement. They have to engage bodies like CIS to help with forensics, and the more data they can collect and organize, the easier it is to communicate those things to insurance companies. The more they can document, the more they can quickly give to them and share with them.
Show Website: https://mspbusinessschool.com/
Guest
Name: linkedin.com/in/jasonpufahl Company: https://www.vancord.com/ Podcast: https://www.vancord.com/cybersound/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
Jason Pufahl is the Vice President of Information Security Services at Vancord.
1:45 – Jason found himself in the world of MSP after applying for 30 national park ranger jobs and one IT role. He chose the IT gig and that is what brought him here with us today.
6:31 – Jason believes that his ability to communicate has been his strongest quality throughout his career. He said he had never been the most technical person in the room, but he had a good vision and the ability to communicate that vision to get buy-in and get projects moving.
9:38 – Tim's most important advice to salespeople is not to be pushy when selling and to have an honest conversation about what they are looking to achieve. If they can do this, they will be ahead of 50% of the reps out there.
13:21 – Jason emphasized the importance of security education, which is a non-technical discipline that doesn't get enough attention. It is important to explain to people what risk potentially remains and to train staff to recognize threats.
18:05 – Brian noted that there was an educational process that led to people becoming more aware of networks, computers, and security. This led to people taking on roles in their generation, similar to what is happening now with security.
20:15 – Brian said that we know we’re able to work in and it does open up a lot of security holes when you got people geographically dispersed accessing the same information and see where the human factor comes into play.
In this episode, the team discusses Battling Burnout here at MSP Business School.
1:37 – Robb stated that burnout is a combination of factors for him, both as a business owner and as an employee. He discussed how to address this on both an employee and a company culture level, which he enjoys discussing.
3:25 – Brian also claims that burnout is usually caused by some kind of stressor, but not all stressors are the same. He has had some of his most energizing times when he worked the most hours and some of his most stressful times when he can't figure out what to do.
7:32 – Brian suggests that when an individual is experiencing burnout, he tries to retain them by providing them with a win-win benefit such as a conference or personal training exercise. This can help them get out of the office for a couple of days.
14:06 – Brian suggests looking into yourself to identify what is causing stress and burnout in your job. It could be the people you're working with or the person there, and it can be better if you get an action plan together to change the team's turnover rate. This way, no word will get out and you'll be better off for it when it's over.
15:28 – Robb says that if you can see burnout in yourself, you can also see it in your staff. If you don't deal with it head-on and find solutions, it will just grow worse and you'll start having nightmares about it.
In this episode, our team discusses The Game of Risk here at MSP Business School.
2:20 – Brian suggests that organizations engage with customers to understand risk and take the next step in risk management by introducing frameworks to them to manage their organization. Cyber liability insurance can be a challenge for some organizations, so it is important to engage with customers and understand risk during the sales process.
3:11 – Robb said that he’d like to define a little bit better about “What are we talking about when we're talking about risk? Are you talking about it as it relates to the insurance side? Are you talking about the hacking side? What exactly do you mean when you say the global word risk?”
7:21 – Brian explains that there is a challenge of not all risks needing to be solved right due to the cost justification versus the percentage opportunity of risk. For example, if a customer has 3 to 4 risks, it could be that they have a realistic budget and are looking to protect to the best of their capabilities.
12:12 – Robb inquires how to coordinate the sales process between the sales rep, the owner, and the sales LED. He is blown away by the variety of ideas discussed.
17:19 – Brian emphasized the importance of having a good cyber security posture for businesses. There are a lot of different frameworks and regulations that are industry-based, so it is important to focus on cyber frameworks. These frameworks are groups of controls that businesses can define and measure against over time.
21:12 – Brian explains that CIS is geared towards non-targeted companies that don't have security professionals on staff. It focuses on protecting and detecting the first 3 identities, then moving up to implementation where they usually have security professionals, and then dealing with vendors that are the companies that support us publicly.
24:53 – Robb stated that the ads of services are picking up for code management, and they are seeing a lot of interest and opportunity on the upper side as well. There is a lot of opportunity out there right now.
27:54 – Brian's most important idea is to understand the risk and not focus on fear or uncertainty in doubt. He emphasizes that not all risks are equal and not all risks need to be attended to immediately.
Tyson Choptain is the Executive Vice President and co-founder of Broadview Networks, a leading Managed Services and Security Solutions provider based out of Winnipeg. With more than 30 years of consulting, sales engineering, and implementation has a track record of success with technology in the workplace and providing IT solutions meeting business needs. As an entrepreneur who helped build a successful IT consulting business, his focus on business solutions has helped grow the company to be recognized as one of Canada’s fastest-growing businesses and one of Manitoba’s fastest-growing companies. With a philosophy of teamwork and collaboration, Broadview attributes its success to its 30+ employees.
In this episode, they talked about The Co-Managed Opportunity.
1:48 – Tyson shares how he got started in the MSP community and how he got to where he is now. After high school, he started a computer consulting company with his father that he ran for ten years. Broadview Networks was a project-based business for the first ten years, not knowing what managed services were.
5:24 – Tyson said that they've had a solid Microsoft relationship the entire time, so they've been able to keep a very big quantity of Microsoft 365 licensing for the size of the firm. Because of several major enterprise project-based customers, we are by far the largest local Microsoft 365 dealer in the products.
7:36 – Tyson claims that when they first started offering managed services to clients without an IT department, they actually offered more co-managed services than the more common fully managed situations they now offer.
8:56 – Brian said that in reality security never goes out of style so when you start looking at things that an MSP can do in a world that’s constantly adapting and always changing over time.
12:58 – Tim stated that Tyson just made an extremely important point. Throughout the years, they have spoken with many security professionals, and attending conferences has become extremely important. It's just becoming more and more crucial to outsource that component of it, and not everyone has the patience for that given the amount of education, salary, and time required.
14:46 – Tyson stated that when selling to a co-managed customer, you are selling to a fully managed customer, thus not every MSP has experience in their sales staff or even how they market their services.
17:03 – Tyson goes on to say that security is an excellent door opener for businesses, as it allows them to gain customers who previously refused managed services. This changes the customer narrative.
Jacob has 25 years of experience in managed IT and cybersecurity services and has participated in multiple startups, acquisitions, and successful exits with experience from company formation through exit and integration. Jacob was Co-Founder and CEO of Proactive Technologies, where he led revenue growth to over $10M per year with an owner-led sales model until Proactive’s acquisition by Abacus Group. Jacob currently works with MSPs to help them optimize owner-led sales and lay the groundwork to make dedicated sales professionals successful.
In this episode, they talked about Maximizing your Centers of Influence.
2:23 – Jacob tells how he stumbled into the managed services industry. He did not begin as an IT professional, and he recalls beginning to work in it shortly after graduating from college. 25 years later, he reflects on his generation's lack of IT degrees and notes that it is frequently the profession of the intelligent but unprepared.
7:00 – “In that 2007, was that TNM? What kind of business model was that?” Robb asks Jacob.
11:04 – Tim believes that teaching customers that no one is perfect is one of the most crucial aspects of the sales cycle. You go and try to sell your product or service, whether you're an MSP or simply a little firm. People must be aware of the good, the bad, and the ugly.
12:06 – Robb's question is answered by Jacob. He noted that when they first started the business, their intention was not to be labeled as a financially minded MSP. We wanted to be all things to all people.
14:29 – Brian adds a comment in response to what Jacob stated. He stated that if you can cut through all the minutia and get to the subject the way people see it.
17:28 – Jacob explained that they had finally received their first lead, which he declined. They went through the sales procedure and were selected as finalists. It turned out to be quite difficult to turn down the lead, but what it did is that he always looked at his right leads can come and go.
21:50 – “Did you have a big sales department? Did you have a giant marketing department to get all these hedge funds? How did that work for you?” Robb asks Jacob.
26:26 – Brian said it's fantastic to have it so well set out and know and stay under control while he does that because obviously there's that part of us that just wants to keep hitting the accelerator when sales start flowing in, but they do get to look at it objectively from the other side.
27:23 – Tim claims that because you worked in a field where people tended to come and go quickly, spending time with them after they left was wonderful because they were either going to move on to something else, catch on, or advance in status wherever they went.
28:12 – Brian wraps up the show with a recap. When going through this, he really thought about developing your center of influence, getting those people on board, and really making sure you're treating the people that are closest to you.
Aaron spent the first years of his career in Sports & Hospitality working in Event Management and Operations and started in the MSP industry in 2011 while completing an MBA. Aaron’s expertise is in Project Management, Finance, and Organizational Strategy & Business Development.
In this episode, they talked about Peer Group opportunities for the Masses.
1:58 – Aaron explains how he became involved in the world of MSP. He studied at the University of Florida. He earned an undergraduate degree in business management and then took a year to two years off to figure out what he wanted to do before deciding on a career in hospitality, specifically with Outback Steakhouse.
5:33 – Brian states that his business changed when he got involved with a strategist and a peer group.
8:54 – Tim appreciates Aaron for his commitment to lifelong learning in a variety of fields, including sales operations and customer service. “All areas that don’t matter what size MSP you are. You can always be better somewhere and be part of that.”
10:55 – Tim was impressed by what Aaron had accomplished for the community. He asked “What would you say as an MSP who is not in a peer group right now? What would they be looking for or what would be different about it?”
12:17 – Brian said that one aspect of this industry is that it is a burnout-prone one. They observe many owners who become depressed over it. Everyone talks about finding a work-life balance, but nobody ever succeeds at it.
13:37 – Aaron admits that in order to solve this, they make a significant effort to assist some or all of the members in seeing the need to surround themselves with a leadership team and to empower their subordinates so that they may share some of the burdens.
18:09 – Brian believes that many MSPs are unaware of the importance of thinking about the exit virtually from day one since, without doing so, it is difficult to provide guidance and to be realistic about how you will arrive at your goal.
22:45 – Tim adds that they have discussed it in the past and that having strong leadership teams is how more mature organizations develop, expand, and set themselves apart from the competition. Building them up makes sense because if they have a team under them, everyone will benefit.
Show Website: https://mspbusinessschool.com/
Guest
Name: Chris Johnson https://www.linkedin.com/in/chrisjohnson1337msp/ Company: CompTIA https://connect.comptia.org/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.comOSR Manage: https://osrmanage.com
Chris Johnson is a cybersecurity compliance strategist at heart. He is currently CompTIA’s senior director of cybersecurity programs and ex-officio chairperson of the CompTIA Security Community. In this role, he champions the abilities of MSPs looking to focus more on cybersecurity.
2:22 – Chris discusses his background in the IT industry. He believes that many of the people who were listening fell into it. He had a lot of nasty jobs early in my career because he was someone who said, "I didn't like working at U Haul anymore," but he also had the chance, during the dot-com era, to sort of get his cut by volunteering for a school system at the time.
7:58 – Brian stated that one of the most significant issues in this sector is that anyone can become an MSP tomorrow.
11:37 – Tim has a question for Chris, which he referred to briefly in the beginning, because not everyone is ready to delve deeply into all of this. There are so many shifting parts, such as he knew a new provider, a new company attempting to enter this area. “How do they engage with you?”, “What are the first steps they take”, “What does that look like?”, “How can they achieve some of the things that you just talked about ?”
16:25 – Brian noted that if we look at CIS as a kind of stepping stone based on trust markets, it's a good area that people can get started today since he's always seen CIS as pretty common sense controls for practically every organization.
22:11 – Brian believes we have a good understanding of the measures an MSP can take to get organized. Maybe we can wrap up the conversation today by talking a little bit about what audit expectations would be for the end user. It's not necessarily about dollars and cents, but what that process feels like because many MSPs have never been a part of an audit for either their customers or themselves.
26:45 – Brian believes that if you want the program to be successful in the long run, you must approach it with the perspective that you are going in to improve your business and make your service delivery stronger and more secure.
29:19 – Chris advises getting involved with CompTIA and the membership because these are good places to find resources that can help you navigate this journey and you don't have to do this to yourself. CIS is a great place to start if you are even remotely considering addressing cybersecurity in your organization, especially with group one being somewhat—he doesn't say simple—but it's kind of linear control one step one.
A-Jay Orr, the founder, and CEO of Simple Plan IT. They specialize in helping businesses specifically those that have government contracts, protect digital assets, and be compliant with all the security regulations that the DOD pushes out.
In this episode, they talked about Building Opportunities for Veterans in Transition.
02:01 – Brian asks A-Jay “How did you find your way into the lovely world of IT?” A-Jay stated that he got into the wonderful world of IT through the military. He was a communication specialist, so his role in the military was to set up communications, tap into satellites, and do other things of that type, which is where he really began his excursion into technology.
8:04 – A-Jay believes that his project management skills helped him transition into the ownership space by allowing him to swiftly evaluate and analyze situations. He wants to acquire military traits and talents so that he can go in and perform such things.
12:30 – Brian is happy to hear A-Jay talk about how he kind of changed and realized that he needs to scale up because he is on the right track and has a fantastic communicator who can be visionary and who really helps define it. . 16:02 – A-Jay says “Being in the military is a unique dynamic in the sense that we could hate each other but we knew that when it was time to go to work”. He said that he could trust them to do their job and protect my life and you could trust me to do the same because the mission came first.
20:54 – A-Jay shares that in Ohio, they are starting this thing, and we are the 22nd state that has this thing going on, and so there are 20, and one of those states that already have them has a veteran chamber of commerce up and running, and so we all get together once a month as a coalition to kind of share best practices and just to inform each other “what’s going on in our different states and our regions” so that we can kind of work together.
23:54 – Robb claims that when Tim and he are hiring, they recruit a lot of people. One of the ways they attempt to relate to people, especially when they are leaving the military, is to give them the impression that they may have been in communications in the military, but when they leave, they can rapidly transfer into sales.
27:37 – Robb asks A-Jay about his resume-writing services and other similar services.
This week we deep dive into the minds of Enterprise CIO's and see how their concerns can map to the SMB. The impact of many of the concerns we will discuss will impact the SMB market faster and harder than the enterprise, and MSPs need to be prepared to be leaders and address these issues with their clients and demonstrate value with the solutions.
Show Website: https://mspbusinessschool.com/
Guests
Name: Abe Garver https://www.linkedin.com/in/abegarver/ Company: FOCUS Investment Banking https://focusbankers.com/
Jim Lippie: https://www.linkedin.com/in/jim-lippie-52931/ SaaS Alerts: https://saasalerts.com/
Name: Kipp Stumpf https://www.linkedin.com/in/kipp-stum... Company: ConnectWise https://www.connectwise.com/
Jon Kotman: https://www.linkedin.com/in/jonkotman/ Luke Ross: https://www.linkedin.com/in/lucas-ross-238b07143/ Kotman Technology: https://www.kotman.com/
Rob Rae: https://www.linkedin.com/in/robtrae/ Datto: https://www.datto.com/
Derek Gabriel: https://www.linkedin.com/in/dereksgabriel/ Ignite Solutions Group: https://www.ignitetheday.com/
Name: Vince Tinnirello https://www.linkedin.com/in/vincetinn... Company: Anchor Network Solutions https://www.anchornetworksolutions.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
In this episode, our hosts, Brian, Rob, and Tim, will share their favorite guests and clips from our 2022 podcast selection.
05:45 – Jim began by saying that the majority of MSPs don't realize when a bad actor is actually coming in with authentic credentials from somewhere they aren't supposed to unless they are monitoring. Therefore, it is crucial that we keep informed of what occurs.
12:01 – Kipp notes that while there are numerous distinct evolutionary programs, the owner's program's flagship is actually centered upon four planes. It is your strategy, as well as your life plan, and it is your personal and business legacy plan. Therefore, your life plan is "What are your one-year goals? What do you want, exactly, since it's only a one-year team goal?”
14:57 – Brian claims that Derek's clip is a fantastic episode since it will be the clip we share with you after you have listened to a journey.
15:40 – Derek shares his journey. He started looking for work but was turned down because of his lack of qualifications. He had applied to work as an installer, was using a headhunter, and had once been interviewed at Sprint for a position that sounded absolutely awful: database administrator for reporting, and creating reports for executives. But in the end, wanting a job with the least amount of responsibility.
19:24 – Robb claims that Vince's clip is his favorite episode because it was about how he felt about an anchor and how to deal with anchor network problems, and since Vince is a peer group facilitator and had so many smart things to say.
24:15 – Tim thinks that too many individuals do things well and likes the idea of not placing a lot of emphasis on the income standpoint. They place a lot of emphasis on the revenue generated by each client. You should be evaluated to determine if these are the proper people for you and if they are real.
24:36 – Brian said there are a lot of other variables you can consider besides just pure income and when you start growing to the level where you are at. He always looks at those plans to make sure they aren't overlooking those clients in the middle of the stack. That is also prepared for ascent.
27:27 – According to Rob Rae, it is simple to predict that, at some point, any organization, regardless of location or size, will find that having in-house IT personnel is no longer necessary. This may be the case in order to protect internal infrastructure, but as far as anything that is coming from the outside, things are moving too quickly.
34:50 – Robb's query is answered by John. It's always preferable to attempt and change a connection or get it moving in the proper manner when you're in that position. This is why we always give 110% effort to say when we're in that position.
40:30 – Abe states that there is so much competition that he has a merger of equal platforms that will be completed soon and he increasingly sees a competitive advantage to call potential clients and informing them that he has sixty-five nondisclosure agreements (NDAs) from all of these buyers for this assignment, which will encourage serious bids from prospective buyers.
45:56 – Brian thanks all of the listeners for their support as he wraps up the podcast.
Show Website: https://mspbusinessschool.com/ Guest Name: Abe Garver https://www.linkedin.com/in/abegarver/ Company: FOCUS Investment Banking https://focusbankers.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
In this episode, Abe Garver joins us today at MSP Business School. Abe Garver is the Managing Director and MSP Team Leader of Focus Investment Banking.
01:00 – Brian asks one of the most important questions: "What does that mean to a market that relies on capital to make acquisitions? " He knows that we've been attending trade shows, discussing MSPs, and speaking with other buyers in the marketplace. There are lots of buzzes around where mna is going during perceptional are becoming somewhat inflationary times there I say recessive times as well. How do those affect valuations, then?”
07:04 – Abe states that there is so much competition that he has a merger of equal platforms that will be completed soon. 11:50 – Abe mentions that he increasingly sees a competitive advantage to call potential clients and informing them that he has sixty-five nondisclosure agreements (NDAs) from all of these buyers for this assignment, which will encourage serious bids from prospective buyers.
13:58 – Robb asks Abe, "That the MSP or buyer who lost three times kind of changed up their plan on the fourth time, what did they kind of change to make themselves more attractive?" Beyond simply changing the procedures to help themselves rise and secure that agreement, what else did they do globally?”
17:33 – Robb and Tim both agree with Abe. They are aware, from the perspective of the buyer, that there are many subtle similarities between MSPs in terms of excellent client service, responsiveness, and communication.
22:57 – Abe says that there are over 600 organizations in the peer groups that meet quarterly in Phoenix, Dallas, Denver, and Orlando who claimed that IT Nation Evolve peer groups are the finest in the country at producing the top MSPs. Basically, fifty peer groups of principals are in between parts of their six hundred.
30:26 – Brian adds that from a valuation standpoint, organic growth trumps acquisition and bolt-on growth, which is something that MSPs should keep in mind. The focus should always be on the service and delivery engines, but make sure that the sales engines are primed.
Show Website: https://mspbusinessschool.com/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com
In this episode, we talked about how to double your sales opportunities easily and what Robb’s team has learned through over one million cold calls.
00:48 – Brian welcomes everyone who joins him and his co-hosts, Robb Rogers and Tim McNeil, on their podcast. Also, he began discussing their topic and focused on something that we know is very important to a lot of people, and obviously, all of us are looking to expand the organization, grow our lead base, and make customer acquisition.
03:21 – Brian proceeds to one of the biggest questions “How can we double our sales opportunities easily and quickly?”
07:37 – Robb shares about what we do in Sales MaturIT. He talks about Foundations Level > Development Level > Growth Level > Excellence Level > Leadership Level.
17:33 – Robb shows a slide that the numbers show how to grow the sales and marketing department.
20:15 – Tim mentions the issue is the sales rep, particularly in this industry, and Robb agrees that this is one of the more difficult industries to get an appointment in. What tends to happen with sales reps, and this is a general statement that is not specific to the MSP World, is that they stop making calls after four attempts, whereas in this industry you really need at least seven to twelve touches before you get the first appointment, so how do you keep that salesperson motivated and happy?
22:06 – Brian agrees with Tim's remark. Their job as salespeople is to get paid for rejection because the reality is that there is more rejection than acceptance, but it's also difficult to pick up the phone when you're being rejected.
26:22 – Tim discusses some of the direct mailing tactics that are now being pushed out to clients, as well as the things that were successful when they were in the industry and, admittedly, they got away from them for a while because, at the time when they transitioned out of the MSP World, the digital side was up and coming, and even if you could be more successful on the digital side, there is now a lot of white noise out there.
30:13 – Brian wants to focus on how you maximize the team, and what you're displaying is the salary you're paying as an owner for a business developing platform inside the marketer. If you want to maximize the efficiency of those people, this direct mail approach has it all.
36:10 – Robb believes that, in the end, we cannot have a marketing department within a sales department. Marketing does its own thing, and if no one leaves the sales department, which is the traditional approach that everyone uses, they must be coordinated, in sync, and in sync together.
40:15 – Tim stated that the most important thing to remember when sending out mailers is to find a way to stand out. Sending out cards on non-traditional holidays was the most important thing he discovered.
56:25 – Brian ends the podcast by thanking Robb and Tim for sharing their knowledge/information about how to double your sales opportunities easily and quickly.
Show Website: https://mspbusinessschool.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com In this episode, we talked about how we are planning for next year here at MSP Business School. 3:38 – Brian starts talking about planning for 2023. He gives some tips on how he will be going to budget so that he can comprehend the impact of the budget for the following year. 4:55 – Robb agrees with Brian's statement. He expresses his opinion that if you have the client or prospect inside, now is a great time to revisit any proposals that may have kind of ghosted you. You can also use a campaign or other methods to review any proposals. 6:22 – Brian discusses the idea of connecting prospects and sending female energy straight to males. Of course, we also touch briefly on non-traditional holiday fashion, but it's also important to remember that men should always come first when making decisions. It's also the time of year when you should look fantastic in costume, and if they have the opportunity to go out, bring them a gift in real life real form. 10:20 – Brian suggests that you do something nice for your customers, something that your top-tier customers will appreciate, and it could be something simple. 13:43 – Robb agrees with Brian's said. On their side, they no longer focused on MRR in the final month. They only focused on the capital budget that you chased after the project. 20:13 – Robb says that speaking with high-level decision-makers who are difficult to reach is extremely beneficial. So those are the things we like to do at the end of the year when we know a lot of people are on vacation and try to get a deeper conversation with the CEO or anyone else trying to bring it through.
Show Website: https://mspbusinessschool.com/
Guest Name: Emily Glass https://www.linkedin.com/in/emilyglass/
Company: Syncro https://syncromsp.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Emily Glass joins us today at MSP Business School. Emily is the president and CEO of Syncro, an all-in-one RMM, PSA, and remote access tool that helps managed service providers run more profitable businesses.
1:41 Emily an introduction about herself and shares how she fell in love with MSP. She talks about the company, how it grew in a year, and learning the products and needs of its partners.
5:14 Robb inquires about the company's objectives for 2023, what has to be improved, and how to advance in her position. She responds that it's very difficult to make long-term plans in these times of uncertainty, so people and businesses are just doing things one step at a time.
9:06 Robb shares his thoughts about Syncro’s website and says that their employees are very prominent on the website. Emily elaborates on how their company started remotely so the pandemic didn’t really make it any more challenging for them to make adjustments, however being in a remote set up they also have several challenges that need to be overcome and that’s why they have a weekly town hall with their employees and sometimes with their partners - to get to know each other and have a sense of camaraderie.
12:34 Brian points out what Emily said about uncertain economic times and asks what are the common feedbacks they are getting from their partners during these times.
15:28 Emily talks about the challenges of having remote employees and customers. She proceeds that one of the biggest questions in this kind of setup is “how do I communicate the value to my customer?” despite not having any personal relationship or having this different kind of interaction.
21:40 Brian shared his experiences when he was starting out in the industry. How hard it was back then people were barely equipped to start and run a company or how to be leaders for a company and grow it.
23:30 Emily ends the podcast by talking about the things their company is working on right now such as platform reliability and some new features coming up soon.
Show Website: https://mspbusinessschool.com/
Battlecard sample: https://salesmaturit.s3.amazonaws.com/Lead+magnets/Generic%2BBattlecard%2Bfor%2BProspects.pptx
This episode discusses battle cards and how you can equip your team with this sales weapon.
1:30 Robb dives right into the discussion describing what a battle card is for him. He compares battle cards to cliff notes which helped him get through school. He adds that a battle card is something you look at when you’re lost and it enables you to be back on track.
2:14 Tim reminisces about the time when he worked in MSP and tells that he keeps a battle card on his desk every day until his last working day. He also shares that it is beneficial to have a battle card to have a reference guide and keep your head on while doing calls all day.
4:00 Robb answers Brian’s questions “what should go into a battle card?” and “what makes up a good battle card?” He narrates what he thinks are the most important things you should have in your battle card.
11:05 Brian describes the One Sentence Hook as a “power statement”. Robb agrees with what Brian says and elaborates that the goal is to open up a conversation and connect with people with just one sentence.
16:45 Tim shares his thoughts about brand pillars. He says that as an MSP, something you should understand is what you bring to the table compared to your competitors.
22:55 Battle card is the hub for the rest of your marketing efforts and this is where it all starts. Everything else is built from here.
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Show Website: https://mspbusinessschool.com/
Guest
Name: Scott Haselkorn https://www.linkedin.com/in/scott-haselkorn-1a449282/
Company: Haselkorn, Inc. https://haselkorninc.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Scott Haselkorn joins us today on MSP Business School. Scott is the president of Haselkorn Inc.
1:25 Scott starts off his backstory by revealing that he had a learning disability when he was younger and shared about the first book he read that he thinks made a significant impact on him starting early in MSP. He also talks about how he started wanting to own a computer store as his first dream.
4:00 Scott describes how, at the age of 12, he ventured to buy computer processors by calling Intel in California and acquiring a credit card, tax ID, and applications aided by his parents. He also states that he started out fixing his parent’s computers, friends' parents' computers, and even teachers' computers throughout high school.
6:58 He shares that he got his first job in a local place as a tech support and eventually moved to the commercial support department, transferred to Network Administration, and was laid off twice from the same company.
9:30 Scott speaks about he did a training class in dental offices on how to use dental software and got his first paying client through his dad. He then that time started to think about MSP and sort out what his goals were.
11:43 He shares his first encounter with IT Nation and how surprised he was to see many people who like computers the same as he does and make businesses out of them. He also shared the time he started his journey with ConnectWise and how it changed his life.
15:00 Scott then talks about his objectives and says he focuses on security-focused practice to make sure his clients can prevent or don’t experience rainy days. He also points out that we should always keep evolving as threats keep changing every day.
17:44 Brian dives right into the conversation, agreeing with what Scott said and noting that one cool thing about the industry is it is ever-changing. He shares his thoughts that these days it is more on “keeping up with the bad guys” and focused on the security-first model.
20:50 Tim and Brian express their astonishment at how Scott was predestined to be working in MSP since he read that book in 4thgrade. Tim adds that it was the game-changer for Scott.
24:13 Scott closes the podcast by saying that all the MSPs all over the globe are peers and teammates. He hopes that as teammates, we can make the world a safer place for the good guys.
Show Website: https://mspbusinessschool.com/
In this episode, our team discusses what are the do’s and don’ts of comp plans.
0:35 Brian dives right into the conversation, talking about making plans for the upcoming year and sharing about inflationary pressure and new challenges. Tim shares his thoughts on inflation/recession and how he observed shifts in the account management side for the past few months.
3:18 Robb stresses his point and disagrees with the all-in method kind of compensation. He also pointed out inflation and how hard it is for everyone, especially for the owners.
5:45 Brian talks about various compensation models and points out what salespeople predominantly think – rewards and numbers. Robb proceeds and agrees with Brian noting that it’s fine to have different commission levels.
7:38 Robb goes ahead and talks about how to change commission plans. He explicates that it’s all right to change plans annually based on performance but with a 60-day notice so the rep will get a gist of what the future will be.
8:52 Tim pitches in and examples that in MSPs commissions tend to be aggressive so he observes that many MSPs change compensation plans multiple times a year which is a recipe for disaster.
11:02 The conversation veered to how ego as an owner can become a hurdle and can get in the way when talking about profits.
13:53 Robb gives an example of how and when a rep should be compensated generously. Tim also emphasizes that if a rep brings in three times or five times but your company still struggles, it’s time to get a business coach.
16:09 Brian shifts the topic of discussion from don’ts to do’s. He continues by outlining Robb's examples and the significance of looking at the numbers long term.
21:00 Robb brings up that when there are changes, reps usually understand it. He also adds that it is significant to recognize that once you lower the commission, you must offer something that is very profitable. Giving them the ability and motivation while taking out known risks.
25:10 Tim expands Robbs’ ideas saying that in the event there’ll be changes, do not forget that sales reps are also human and has a family to feed. Also to be mindful of changes to not be so detrimental to the reps.
28:17 Robb closes the discussion by saying it’s all about communication. No matter what decisions are to be made, always have open communication with the reps the earlier the better and they’ll understand.
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Show Website: https://mspbusinessschool.com/
Guest
Name: https://www.linkedin.com/in/brian-scott-048b195/
Company: https://cleartoneconsulting.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Brian Scott from ClearTone Consulting joins us today at MSP Business School. Brian is the President and the CIO of ClearTone Consulting.
2:42 The guest, Brian Scott, introduces himself and answers the questions on how he ended up being a service provider from being an electrical engineer. He also mentions how and why he started working as a consultant.
5:52 Brian shares how MSPs are now educated enough to see things such as cyber liability insurance.
8:28 Scott talks about educating the companies about the needs and criticality of security risks as he observed that there are still many executives that don’t pay attention to these things.
9:26 Robb clarifies Scott if he means that the most important piece of his consulting business is education and having the people understand their risk assessment. Brian S. answers that even having risk assessments, executives don’t really understand its meaning that’s why educating them is really very important.
13:00 Scott discusses how important it is for heads of an organization not just to understand but also to have the mandate to ensure continuous improvement. He also adds that you need to have support from HR, staff, and executives to be successful.
14:43 Tim dives into the conversation asking Scott about failure rates and how long it takes for clients to realize that there should be changes to do.
19:43 Scott talks about having a security mindset and says that we are in a curve where people are just beginning to understand and pay attention to security-related matters. He adds that it gradually changes each year but is the new workspace norm we live in.
22:45 Scott shares about 510CISO, how it works, and what it provides. Brian adds how critical it is to have an accountability partner and why it's important to establish the culture to make it successful.
Show Website: https://mspbusinessschool.com/
In this episode, our team discusses what are the needs of the customers and what is the reality of what the customers want.
4:51 Brian dives right into the conversation, sharing that he read an article about QBR and how he has different opinions about it. He begins the discussion by stating that QBR should be about communicating with the customer.
6:00 Robb clarifies Brian’s thoughts if he means about QBR being like in the past where it’s just reviewing numbers and data and repeating everything.
8:15 Brian shares his thoughts on QBR and says to have a business conversation a couple of times a year to understand the customer better. The focus should be on what's in it for the customer.
11:34. Tim answers Brian’s question about leadership expectations from an MSP and says when dealing with clients, focus on their business and ask where they want in the next 3-5 years and how your technology stack can get where they want to be. Robb adds that clients want to know what you are doing and how can it fit into their business.
14:46 Brian expands on what it really is QBR about: the key objectives and the obstacles. He also emphasizes that QBR is becoming a sales call.
16:30 Educate the customers, build strategies and get their input for their own plan.
20:28 Robb asks how to get clients who got dark in QBR back to engage in the process. Brian answers to start with deliverables and becoming a better partner. Open up with the customer, appreciate the customer, trust, faith, and transparency.
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
This episode discusses how to get involved in the business and how to start in the industry.
0:55: Brian introduces the guest and starts off the conversation by asking Kipp’s backstory on how he ended up with ConnectWise.
1:46: Kipp introduces himself as the financial guy with an accounting background then he found ConnectWise and started working as an overnight help desk support technician while getting his MBA. He also shares how he did not start in the IT industry, his experiences, and how he transitions from various positions.
7:39: Tim jumped into the conversation and shared what he learned over the years and appreciate Kipp helping companies with exit strategies.
8:51: Kipp talks about the different owner programs such as life plans, and personal and business legacy. He also talks about the Modes theory.
12:03: Robb asks Kipp about how he hasn’t heard a lot of peer groups take on a solid proactive focus on lifestyle and how peer groups are usually number-focused.
16:24: Brian halted the conversation by saying that work-life balance is a critical component in the industry and that taking care of one’s mental health is now one of the essential elements of a successful business.
18:41: Kipp shares about the MAD (making a difference) Personality and how it helps to understand how to build relationships and understanding how to interact with people.
20:28: Brian asks about the steps on how to bridge those who know that they need people and help but aren’t just ready monetarily. Kipp explains some of the barriers, especially for smaller companies, and how to get entry where it’s not by a peer group. He also talks about the various programs the company offer depending on the size of the company.
26:22: Robb raises a question about “What if an MSP only wants to join a sales peer group, do they have to join the main peer group?”. Kipp explains the people involved in different peer groups and how you may participate in only one peer group.
29:38: Kipp emphasizes how beneficial peer groups can be by just sharing ideas, having feedback, or even just asking what tools each company uses.
Frank Raimondi from Nodware joins us today at MSP Business School. Frank is the VP of Channel Development for Nodeware.
2:17 – Frank tells us about his journey in IT. He has seen the industry evolve and change with Apple Computer and Intel stops, giving him a great view of enterprise vendor relationships within the channel. From there, he moved to Synnex getting the distributor's viewpoint before joining IGI Cyberlabs (Nodeware)
6:07 – Brian asks Frank where should an MSP or MSSP start when looking at creating a program looking at cyber hygiene. Frank shares his viewpoints on why the SMB should care and how it can impact the customer's ecosystem. Also, the hits are more often in the SMB than the customers might understand.
9:19 – Tim discusses the range of security products and how it takes more than a product but also an education to help clients. Frank speaks a bit about cyber fatigue at the MSP level and how things with a client should start simply by knowing what needs to be protected.
14:23 - The conversation goes into discovering rogue IPs and controlling what is being secured and what assets exist in your environment. Cybersecurity is a daunting task for many MSPs, and Nodeware can help drive this first step.
20:19 - Tim asks about the people factor in cybersecurity and how education is a critical early step in cybersecurity. Frank speaks that leadership needs to drive the conversation within each business.
Show Website: https://mspbusinessschool.com/
Guest Name: Frank Raimondi https://www.linkedin.com/in/frankraimondi/
Company: Nodeware https://nodeware.com/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In this episode, our team talks about the tactics to accelerate revenue growth. With many MSPs and MSSPs focused on the holy grail of recurring revenue, there may be some low-hanging fruit to boost your top line and expand your profits.
2:04: Tim opens the discussion by talking about a trend where MSPs feel the need to diminish hardware revenue. He talks about tactics to work deal registration, discounts, and spiffs to dramatically grow your margin on NRC projects.
4:27: Robb talks about contract reviews and the mindset of not rocking the boat with MRR customers. If you are not looking at increasing rates for your services within your contracts you will ultimately be losing money (think inflation). Brian shares his thoughts about the deals that can haunt you if you don't correct them.
9:15: Brian suggests never discounting, but adjusting the scope to the right size on underwater contracts. Robb and Tim share their tactic of reducing the inflationary clause in exchange for time commitment driving a win/win for both parties.
13:04: New customer acquisition strategies and ensuring you are market-pricing are critical. Leverage peer groups, trade shows, and market demographics to build pricing models. Robb also mentioned asking for contracts "to ensure apples-to-apples comparisons to get market pricing. They had an 80% success rate in looking at contracts.
16:04: We close by looking at how to goal yourself on customer acquisition. Robb hits the fact...you need to prospect, prospect and prospect.
In this episode, our team talks about the tactics to accelerate revenue growth. With many MSPs and MSSPs focused on the holy grail of recurring revenue, there may be some low-hanging fruit to boost your top line and expand your profits.
2:04: Tim opens the discussion by talking about a trend where MSPs feel the need to diminish hardware revenue. He talks about tactics to work deal registration, discounts, and spiffs to dramatically grow your margin on NRC projects.
4:27: Robb talks about contract reviews and the mindset of not rocking the boat with MRR customers. If you are not looking at increasing rates for your services within your contracts you will ultimately be losing money (think inflation). Brian shares his thoughts about the deals that can haunt you if you don't correct them.
9:15: Brian suggests never discounting, but adjusting the scope to the right size on underwater contracts. Robb and Tim share their tactic of reducing the inflationary clause in exchange for time commitment driving a win/win for both parties.
13:04: New customer acquisition strategies and ensuring you are market-pricing are critical. Leverage peer groups, trade shows, and market demographics to build pricing models. Robb also mentioned asking for contracts "to ensure apples-to-apples comparisons to get market pricing. They had an 80% success rate in looking at contracts.
16:04: We close by looking at how to goal yourself on customer acquisition. Robb hits the fact...you need to prospect, prospect and prospect.
Vince Tinnirello joins us today on MSP Business School. Vince leads the Business Development team for Anchor Network Solutions and today we talk about the steps he has taken to help grow the business 2x in three years.
2:01 – Vince kicks off his backstory by sharing the career path that ultimately sent him towards a career in IT. Coming from a hospitality background, Vince saw that the standard IT companies they worked with didn't deliver with a customer service focus and that became his mission
7:26 – Brian shares his experience in the hospitality sector and Vince responds by sharing about a presentation he has given in the past about "Customer Service the Marriott Way" and shares how problems and questions in the hospitality industry translates to the issues we face in IT.
11:41 – Robb kicks off a discussion on how Anchor got past the $2.5M barrier that many MSPs get stuck at and grew to $6M+ in just 3 years. Vince shared how he helped the team get past that and the steps taken by his management team to drive upward success.
15:03 - The conversation shifts to client assessments/raters that allow you to measure the relationships with your customers. Tim brings up criteria for firing a client and the team expands on this concept.
22:26 - We close out the conversation of how Vince came to understand how culture is real and plays a part if generating client success.
Vince Tinnirello joins us today on MSP Business School. Vince leads the Business Development team for Anchor Network Solutions and today we talk about the steps he has taken to help grow the business 2x in three years.
2:01 – Vince kicks off his backstory by sharing the career path that ultimately sent him towards a career in IT. Coming from a hospitality background, Vince saw that the standard IT companies they worked with didn't deliver with a customer service focus and that became his mission
7:26 – Brian shares his experience in the hospitality sector and Vince responds by sharing about a presentation he has given in the past about "Customer Service the Marriott Way" and shares how problems and questions in the hospitality industry translates to the issues we face in IT.
11:41 – Robb kicks off a discussion on how Anchor got past the $2.5M barrier that many MSPs get stuck at and grew to $6M+ in just 3 years. Vince shared how he helped the team get past that and the steps taken by his management team to drive upward success.
15:03 - The conversation shifts to client assessments/raters that allow you to measure the relationships with your customers. Tim brings up criteria for firing a client and the team expands on this concept.
22:26 - We close out the conversation of how Vince came to understand how culture is real and plays a part if generating client success.
In this episode, our Brian and Tim talk about Risk Based Selling an how it can drive a more consultative discussion where customers can make a more informed decision about projects and services.
We discuss that the biggest reason that customers do not want to engage in meetings like QBR's is often because it is treated like a sales call by the MSP vs. an opportunity to learn and grow a relationship. Risk based selling can change the narrative.
When leveraging risk based selling process you need to first understand how the customer views risk in their business and then match your discussion to their viewpoint.
We need to help them understand the risk factor and what the cost to be to their business if that risk is realized. This will arm them with the proof points they need make a decision they feel confident about when choosing technology initiatives to move forward.
In this episode, our Brian and Tim talk about Risk Based Selling an how it can drive a more consultative discussion where customers can make a more informed decision about projects and services.
We discuss that the biggest reason that customers do not want to engage in meetings like QBR's is often because it is treated like a sales call by the MSP vs. an opportunity to learn and grow a relationship. Risk based selling can change the narrative.
When leveraging risk based selling process you need to first understand how the customer views risk in their business and then match your discussion to their viewpoint.
We need to help them understand the risk factor and what the cost to be to their business if that risk is realized. This will arm them with the proof points they need make a decision they feel confident about when choosing technology initiatives to move forward.
George Smith joins us today on MSP Business School and we discuss how important it is for MSP's to manage and monitor their clients cloud services and if they do not, someone else will.
2:01 – George shares his backstory that begins in Northern Ireland, with a stop in London, before settling in his home of Canada. He talks about his start in tech originating in web development, finally landing at Augmentt
5:25 – George share the history of Augmentt and how the idea for the product came to be. With the support world moving to the cloud MSP's need a tool to manage it.
9:25 – George shares how SaaS management can go beyond risk and help as well with productivity. The conversation shifts to shadow IT and how to manage that problem facing our clients.
13:48 – The conversation pivots to Microsoft 365 management and how to go beyond the Secure Score to drive new opportunity. Augmentt can support that process and add other security information to help the customer better understand where the total gaps reside.
15:50 - Tim addresses the sales opportunity behind SaaS Management and George shares how MSP's can generate new revenue through security scans as part of the prospecting process.
19:00 - The conversation shifts to user education. To reduce security issues companies need to build policy to support acceptable applications and users need to know the risk of not following the guidelines to security for the organization. It starts with a proactive view vs. a reactive approach.
22:22 - We close the episode with a discussion of how to engage with Augmentt and a secret approach to how to get to know Augmentt better (hint Top Golf).
George Smith joins us today on MSP Business School and we discuss how important it is for MSP's to manage and monitor their clients cloud services and if they do not, someone else will.
2:01 – George shares his backstory that begins in Northern Ireland, with a stop in London, before settling in his home of Canada. He talks about his start in tech originating in web development, finally landing at Augmentt
5:25 – George share the history of Augmentt and how the idea for the product came to be. With the support world moving to the cloud MSP's need a tool to manage it.
9:25 – George shares how SaaS management can go beyond risk and help as well with productivity. The conversation shifts to shadow IT and how to manage that problem facing our clients.
13:48 – The conversation pivots to Microsoft 365 management and how to go beyond the Secure Score to drive new opportunity. Augmentt can support that process and add other security information to help the customer better understand where the total gaps reside.
15:50 - Tim addresses the sales opportunity behind SaaS Management and George shares how MSP's can generate new revenue through security scans as part of the prospecting process.
19:00 - The conversation shifts to user education. To reduce security issues companies need to build policy to support acceptable applications and users need to know the risk of not following the guidelines to security for the organization. It starts with a proactive view vs. a reactive approach.
22:22 - We close the episode with a discussion of how to engage with Augmentt and a secret approach to how to get to know Augmentt better (hint Top Golf).
Garret Peaslee joins us and tells the story of a person that has seen it all in the IT services space. Starting in 1986 before the internet, Garret has show the ability to adapt to change and grow a business and expand.
1:17 – Robb, Tim, and Brian recount their trip to CompTIA ChannelCon and share a story about the "Ducky Derby".
2:47 – Garret starts the conversation sharing his background which starts with him starting operations in 1986, pre-internet, pre-networking, as a desktop publishing service provider. This launched a career of adjusting and adapting to meet the evolving technologies.
7:38 – Garret shares how as the internet began to explode he and his team invested $5M and built a data center. This opportunity drove Garret into the world of MRR. He and Brian share war stories from the data center.
13:03 – The call shifts to his sale of his company. Once they hit $18-$20M in revenue they enlisted a broker to support the sale. It was a successful exit and it keep the majority of the team remaining employed post-transaction. A big concern of him and his partners was to find them a safe landing.
16:56 – Tim starts a discussion of how not only was Garret the CEO of Secant, but he also led the sales team. A rare occurrence in the Managed Services industry for a mature MSP. Garret then shares how it was a passion of his and that is why he kept the controls.
20:09 - They close the episode with a deep dive into the selection process for and M&A broker. This includes the consulting that broker provided to help drive the sale, the handling of the legal process with a high-end attorney, and leading the marketing process.
In this episode, our team talks about the Whitespace opportunity. Existing customers offer a huge opportunity to grow revenues and every MSP shares in this chance to expand their relationship with clients.
The Whitespace opportunity starts with an assessment of where each client stands against your tech stack and your standards. When you identify the gaps, you can identify potenitial.
Brian, Robb and Tim engage in a discussion that outlines tips that MSP's and MSSP's can use to to grow their revenue within each customer through cross-selling and upselling opportunities. Join us as we share how you can grow sales immediately through a whitespace analysis of each client's environment and download our worksheet to do so at our sales development application site Sales MaturIT.
We’re thrilled to have Hartland Ross, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone thinking about a future M&A transaction.
2:44 – Peter kicks off the call with his background as an MSP leader who has sat on both sides of the M&A event over his early career. His experiences led him to realizing that many MSP's needed guidance on the M&A process. This led him to do some M&A work. In 2008 when the firesales started, he moved into helping MSP's in finding key talent.
5:36 – Brian kicks off a discussion on why an MSP need recruiters and how it can help accelerate company growth. Peter shares his model that helps focus MSP's on bringing on key leadership talent when their MSP exceeds $5M in revenue.
10:50 – Tim drives the conversation of the new remote business models and how that plays into recruiting leadership. Peter shares his experience on executive teams and remote work and the feasibility of a mixed executive team. This conversation transitions on where to find these resources.
17:57 – The call shifts to culture and how feeling like part of the team and helping the greater good for society are key critieria that is driving a lot of the leadership movement.
19:40 – Conversation turns to search timelines. How long does an executive search take and Peter shares some amazing numbers around hiring timelines.
In this very special episode we introduce to the MSP industry our new Sales Development Platform entitled Sales MaturIT. This new platform allows MSP's and MSSP's to evaluate their current Sales Maturity Level (SML) and create a guided, self-paced patch to reaching their sales goals.
The platform is geared to meet service providers at that stage their sales team currently resides. Our approach takes you from the early stages of sales, typically owner led, and guides you through activities and strategies to help you grow sales both in velocity and revenue growth.
It starts with a self-assessment, allowing you to self evaluate the current state of your sales process. That assessment will allow Sales MaturIT to create a customized training roadmap for your organization.
In this system you can also track your sales financial picture. Insert a minimum of your last four quarters of sales data and then head to our goals plan, where you can modify growth indicators like customer count, MRR, and contract value to build a sales plan to meet your long term goals.
Sales MaturIT serves as a virtual coach, helping you grow your business and stay on track.
Show Website: https://mspbusinessschool.com/
Guest Name: Hartland Ross https://www.linkedin.com/in/hartlandross/
Company: eBridge Marketing and The HostBroker https://www.ebridgemarketingsolutions.com/ https://www.thehostbroker.com/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
We’re thrilled to have Hartland Ross, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone thinking about a future M&A transaction.
We’re thrilled to have fellow MSP podcaster and YouTube personality, Dave Sobel of MSP Radio, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone in the MSP industry.
Dave Sobel: https://www.linkedin.com/in/davesobel/
MSP Radio: https://www.mspradio.com/
Back for the third time on our podcast, Abe Garver of FOCUS Investment Banking joins us for an update on M&A in the MSP industry.
ChannelE2E article referenced by Abe: https://www.channele2e.com/influencers/5-msp-valuation-drivers/
Abe Garver: https://www.linkedin.com/in/abegarver/
FOCUS Investment Banking: https://focusbankers.com/
Jerry Koutavas of The ASCII Group is a household name in the MSP community. In this episode of MSP Business School, we get to hear directly from one of the foremost leaders in the industry as he and the hosts discuss where the MSP industry is now and where it’s headed in the very near future.
Jerry Koutavas: https://www.linkedin.com/in/koutavas/
ASCII: https://www.ascii.com/
As one of the few companies that started during the dial up days, Shane Naugher has seen many shifts and changes in the industry. The evolution of DaZZee IT Services is a master class in paying attention to trends and staying ahead of the curve, even when it’s uncomfortable and pushback is strong.
Shane Naugher: https://www.linkedin.com/in/shanenaugher/
DaZZee IT Services: https://www.dazzee.com/
If you listen to our show, you’ve probably heard us talk about the “curse of the great MSP”: the more you automate, the more you do remotely, and the less things tend to break, the more likely it is that your value gets called into question and you get shown the door.
What are some things you can do to avoid this curse? In this episode, hosts Brian, Tim, and Robb share some practical steps you can take to break the curse and provide even greater value to your clients, solidifying yourself as an integral part of their business.
The president of EscapeWire Solutions, Michael Beecher’s unique experiences – both good and just plain awful – have shaped a solid MSP with a healthy and robust security offering. In this episode, Michael and the hosts dive into how terrible events can sometimes be the best things that happen in a young, growing company.
Michael Beecher: https://www.linkedin.com/in/mike-beecher-810523/
EscapeWire Solutions: https://escapewire.com/
The Director of Sales for the MSP Advantage program at Mindmatrix, Eric Weber led an interesting and diverse life before joining the MSP industry. His journey serves as a reminder to show up, be consistent, and give it your all in everything you do, because eventually you’ll end up in the right place and just exactly where you should be.
Eric Weber: https://www.linkedin.com/in/esweber/
Mindmatrix: https://www.mindmatrix.net/
Sometimes life takes you on a wild ride, and other times you’re granted choices that have the possibility of changing everything. Then there are people like Derek Gabriel, Co-Founder and CEO of Ignite Solutions Group. As you’ll hear in this episode, Derek is one of those people who doesn’t wait for life to offer up wild rides and lucky breaks: he carves the map himself.
Listen in for a great tale of experimentation and gutsy moves from Fargo, to Bismarck, to Kansas… to Hawaii.
Derek Gabriel: https://www.linkedin.com/in/dereksgabriel/
Ignite Solutions Group: https://www.ignitetheday.com/
Objections to pricing when presenting a prospect with the cost of your services is always an uncomfortable situation. How do you set the tone from the initial encounter to ensure your prospects appreciate the value of the products and services you offer?
In this episode, Brian, Robb, and Tim give many examples on how to avoid and overcome price objections at different stages of the sales process.
Frank DeBenedetto has the fascinating perspective of being both an MSP owner and a vendor. We dive in with him about the incredible service he provides through audIT and how it came out of a specific need in his own MSP, Two River Technology Group.
Frank DeBenedetto: https://www.linkedin.com/in/frankdebenedetto/
Two River Technology Group: https://www.tworivertech.com/
AudIT: https://www.auditforit.com/
What creates a thriving culture and excellent client base when it comes to MSPs? For Jon Kotman of Kotman Technology, the answer is your principles and core values.
Join us for a wonderful discussion on how defining your principles and sticking with them no matter what leads to the best possible outcome for everyone on your team.
Jon Kotman: https://www.linkedin.com/in/jonkotman/
Luke Ross: https://www.linkedin.com/in/lucas-ross-238b07143/
Kotman Technology: https://www.kotman.com/
It’s our 100th episode of MSP Business School and we couldn’t be more excited to be joined by Ed Carroll and Jeremiah Smith of Edison Marks, a brand new company that’s promising to be a major disruptor in how MSPs operate in the sales and marketing space.
Buckle up and get ready for a few “ah-ha!” moments of your own as you listen to this exciting interview.
Sales and Marketing: two departments that are often disregarded by smaller MSPs but are crucial for growth… especially when you structure your company so that they work together.
In this episode, hosts Brian, Tim, and Robb tackle how to integrate a marketing team into your sales efforts in order to create the greatest growth potential for your MSP.
Another addition to our conversations with MSP owners, Travis Barker of EZ IT Solutions joins us to talk about the somewhat crazy and not-so-apparent road that led him and his company to where they are today.
Starting with a great origin story and ending with our best cliffhanger to date, this is a must-listen for any MSP owner.
As a business owner, you need to be able to estimate what your sales are going to be in the near and distant future. But if your sales reps aren’t clearing stale deals out of their pipelines, how will you be able to make an accurate forecast? In this episode, Brian, Tim, and Robb sit down for a discussion on how you as the owner can help your salespeople create healthy pipelines and actually close more deals in the long run.
Oftentimes the best way to get advice on how to run your business (or ideas for areas of opportunity you hadn’t considered before) is to listen to other successful owners talk about how they got their business to where it is today.
This week, we’re joined by MSP owner Allan Jocson of Agilitec. Allan generously shares how he and his team navigated many challenging times to emerge as a highly successful MSP.
The shift in recent years to prioritizing monthly recurring revenue over all other money-making methods has led to a bit of a stalemate in the industry. How do you stand out against the crowd if all you’re doing is offering the exact same services as every other MSP out there?
In this episode, Brian takes the lead as he presents a shift in mindset that will provide your MSP with an endless number of ways to create new avenues of generating revenue and greater value for your company.
In episode 90, Brian, Tim, and Robb discussed how to find and recruit MSP salespeople in today’s market. Now that you’ve found the perfect rep, how do you present a job offer to them? And before you do that, how do you put together a competitive compensation plan that makes them want to work for you?
In this episode, the hosts continue their roundtable discussion about hiring salespeople by diving into compensation plans, bonuses, and the right way to present a job offer.
The Vice President of Service Leadership (a ConnectWise solution), Peter Kujawa knows a thing or two about building a business. Assisted by Service Leadership’s support offerings, Peter led the turnaround of Locknet, including the acquisition by EO Johnson Business Technologies. Now, 11 years later, he’s committed to helping MSPs experience success by using the same tools that aided his company’s growth.
The MSP space is a fast-moving, ever-changing industry. Staying on top of the latest information and technology can be challenging, especially for younger MSPs that aren’t quite ready to commit to something like a peer group. Enter ChannelPro: a free publication with a mission to educate and support the MSP community.
Joel Zaidspiner, ChannelPro’s Vice President & Associate Publisher, joins us to share the importance of education, community, and exposure, and how ChannelPro can assist MSPs in their growth and client relationships.
Not too many people make the leap from technical positions to the world of sales and marketing, but for Jimmy Hatzell of Quickpass, his background in IT serves as a major plus when developing content and marketing strategies.
In this episode, Jimmy shares his philosophy on marketing, explaining how the right kind of marketing will boost your sales teams’ efforts and create sales at scale.
For this special roundtable of MSP Business School, hosts Brian, Tim, and Robb tackle one of the most difficult challenges MSP owners are facing today: finding, recruiting, and hiring salespeople.
The Executive Vice President and Chief Product and Marketing Officer for Nuspire, Michelle Bank joins us to talk about what has people perplexed in the MSSP space, why end users are confused by the alphabet soup of IT, and what MSPs and MSSPs can do to help their clients better understand cybersecurity
Are you covering your SaaS? That’s the question that Jim Lippie of SaaS Alerts wants to answer for you in this episode of MSP Business School.
As more and more SMBs are migrating the majority of their business to the cloud, it’s up to MSPs to ensure their clients remain protected no matter the application.
Willis Cantey of Cantey Tech Consulting joins us to talk about what it’s like to be under the umbrella of a private equity organization, sharing unique strategies they use to grow and find new MSPs coming in, and what the opportunities are for MSPs looking to be targeted.
As the Senior Vice President of Business Development at Datto, Rob Rae is a man who needs no introduction. If you’ve been in the channel for any length of time, chances are you know his name and have most likely seen him at an event or two. We’re delighted to have Rob join us for this episode of MSP Business School to talk about the current climate of the industry and the opportunities he sees for MSPs in the coming year.
The CEO of Binox MSP, Walter Contreras is a technologist, entrepreneur, and marketer whose current focus is helping MSPs grow quickly through lead generation and marketing automation technology.
Walter sits down with Brian, Tim, and Robb to discuss the changing landscape of sales and how technology and automation can help MSPs through some of the more difficult parts of the sales process.
Welcome to MSP Business School’s first episode of 2022!
We made it through another year, and as we look forward to this new year bringing a bit more normalcy and stability as the pandemic continues to wane, we wanted to share the top three things we believe MSPs should be thinking about in 2022.
2020 was a challenging year for all of us, but we all hoped for a better 2021. While your opinion of this year may be mixed, it was another great year for the IT Community rich with new opportunity, new stories, and as always new challenges.
We were privileged to have a front row seat to some of the most influential leaders in the MSP space. some of our favorites in 2021 include in no particular order:
3:45 – Teresa Rule, CEO, or RNT Professional Services (Episode 36) shares with us a story of how a countries economic outlook can be impacted through a cyber threat as simple as tracking portable rest rooms.
7:48 – Michael Crean (Episode 60) of Solutions Granted explains how his organizations culture and mission was shaped through the respect of hard working blue collar community in which he was raised and how that shaped his view of relationships that he takes with him to his job each day.
12:09 – Abe Garver (Episode 75), the industries leading M&A advisor at Focus Investment Banking joined us for a second time to share the M&A outlook for MSP's in 2022 and what makes a successful merger today.
16:58 – MJ Shoer of Comptia ISAO (Episode 81) helps us understand the roles of an ISAO and how membership can help MSP's and MSSP's cut through the noise surrounding cyberthreats and get actionable information on how to combat active cyberthreats earlier and faster.
22:19 – Our guest Guy Walton, a former FBI cyber agent and founder of Counterthreat Analysis Mitigation Ops (CAMO), (Episode 32) tells us a story of an Intel processor heist and how they found the perpetrator during the early days of cybercrime.
26:45 – Jay McBain, the channel's premier analyst at Forrester Research (Episode 61) joins us to share his thoughts on the future of the service provider and what steps they should take to ensure future success as the industry continues to change.
31:20 – Shawn Walsh, founder of Encore Strategic Consulting
(Episode 53) talks about what it takes to become an effective leader and how ot avoid business the mistakes that he endured while trying to grow his MSP. One of the first steps is that you work for them, they do not work for you.
35:29– Brett Jaffee, of ConnectStrat (Episode 68) shares his view on how MSP's and MSSP's can get from start up (Level 1) to the growth stage (Level 2) within their business and its starts with what the owner wants and in what timeframe.
35:29– Kevin Clune , Editor of MSPGrowthHacks and founder of MSP Spark (Episode 80) tells us how new MSP's can get started with marketing and how the MSP Spark community can help you solve your marketing issues and get direction through a group approach to problem solving.
We want to thank all of our listeners for a great 2021 and we look forward to serving you in 2022!
2021 was a year full of challenges and unexpected twists and turns, most of which still carried at least a touch of the pandemic. As we wrap up year two of this brave new world, we highlight the top issues we heard from our listeners and friends in the MSP community.
MJ Shoer of CompTIA ISAO benefits from years of experience in many different areas of the industry. In this episode of MSP Business School, MJ shares some of his own experiences and the many benefits of belonging to a trade organization like CompTIA.
Kevin Clune of MSP Growth Hacks comes onto the show to share some exciting new tools that MSPs can use to gain consistency in their marketing and to tell us about his new resource and networking platform, MSP Spark.
Bill Stucklen is the Co-Founder and CEO of Stack Advisors, an MSP-focused agency and automation powerhouse.
In this episode, Bill, Brian, Tim, and Robb talk about the importance of automation and why every MSP should automate as much of their workflow as possible in order to achieve scalability and growth.
We have another case study from our listeners to dissect: an MSP went through the entire sales process with a prospect. Right before the contract was signed, the new client got spooked by the very thorough and honest 90-day onboarding plan that they were presented with.
What should the MSP do? How do they navigate the new client’s fears and rectify the situation so they start this new relationship on the right foot? Brian, Tim, and Robb weigh in and share their thoughts and experiences.
In this very special episode of MSP Business School, we welcome Miles Walker of Graphus. Graphus is the industry leader and creator or the world's first anti-phishing defense platform for protecting companies from cybercriminal acting like your teams trusted contacts.
2:14 - Miles shares his unconventional career trajectory and how he found his way into the world of cybersecurity. From a position on a Travel cooking show to a massive layoff in the travel industry, Miles talks of how he hooked up with the folks at Graphus.
6:18 - We discuss what Graphus does and how it can help your business, how they found themselves as part fo the Kaseya family.
13:10– Miles shares with us what the process that Graphus uses to identify bad mail from good mail and how it generates a trust score for all senders via an AI that looks at 20+ behaviors before classifying email.
19:22 – Miles shares a story of a typical phishing attack and how the problem can really cost a company.
You had a great sales meeting, delivered the proposal and set an upfront contract wit your prospect on next steps...then they go dark. What should you do?
In this very special episode of MSP Business School, we welcome back our first ever repeat guest: Abe Garver. The MSP Team Leader at FOCUS Investment Banking, Abe joins us for an update on the state of M&A in the MSP industry.
In this episode, hosts Brian Doyle, Tim McNeil, and Robb Rogers break down the benefits of knowledge-based sales, explaining how you can shift the conversation around security from one of fear, uncertainty, and doubt to one of risk tolerance and relationship building.
What do you do when you find yourself being strung along in the sales process? Do you know how to determine whether a prospect is simply dragging their feet or is actually lying to you about why they’re on the hunt for a proposal? In this episode, hosts Brian Doyle and Robb Rogers sit down for a fireside chat about how to know when it’s time to let go of a potential client and stop wasting your time chasing them down.
You hear it everywhere: “email is dead,” leaving many to believe that locking down their email accounts is an unnecessary expense. Enter Matt Scully, Senior Channel Development Manager at Mailprotector. In this episode, Matt shares his thoughts on email security, the state of the industry, and what he sees facing MSPs today.
Ali Imran of Boundless Digital – a company that helps MSPs automate the deployment, troubleshooting, and overall administration of their Cisco Meraki organizations – is an automation evangelist. In this episode of MSP Business School, Ali shares how Boundless works tirelessly to make Meraki a better fit for MSPs, helping them become more efficient and more profitable.
Chris Johnson is a leading cybersecurity specialist and consultant at Pinpoint Solutions. Having run an MSP himself, Chris knows the challenges surrounding security implementation and compliance when it comes to needs both within your organization and with your clients.
In this episode, Chris shares how he helps MSPs on their cybersecurity journey through consultation, implementation, and even acting as your MSP’s cybersecurity specialist on sales calls.
When it comes to paying salespeople, it can be difficult to determine the right split between guaranteed income and commission-based earnings. In this episode, the hosts lay out their approach to building sales compensation plans. Brian asks Tim and Robb to share from their experiences of helping MSP owners devise these structures, diving into the philosophy behind setting base pay, bonuses, and commissions.
Brett Jaffe of ConnectStrat is a name well known in the MSP industry. In this episode, Brett sits down with Brian and Robb to talk about how ConnectStrat came to be, the methods they use with their clients, and how creating a business operating system unique to the MSP industry has helped countless owners redefine and successfully reach their goals.
Ryan O’Halloran’s unique set of experiences, coupled with the timing of his entry into the channel, have granted him a fascinating perspective on the MSP industry. In this episode, the hosts sit down with the CTO at Access One to discuss how he leverages these factors to push the technologies that Access One uses and to drive policies and procedures.
In this episode, Brian, Tim, and Robb use their combined knowledge to deliver expert tips and tricks on how to build a successful follow-up process that results in closed deals. Sales may be one of the most brutal parts of building a company, but by implementing the strategies and mindsets shared in this episode, you’re certain to harness the power of prospecting.
On this episode of MSP Business School, we’re joined by Paul Schroeder and Lucy Nguyen, Account Executive and Content Marketing Specialist at ChannelAssist, a company that provides end to end development and management of channel engagement and incentive programs. Paul and Lucy share excellent suggestions on how to incentivize behaviors with your sales team in order to increase revenue and how ChannelAssist helps companies create these programs.
For this special episode of MSP Business School, the hosts share how they got into sales positions early in their careers. Wins and losses, horror stories and personal triumphs, this episode is packed with no-holds-barred stories and invaluable lessons.
When new technologies arise, like the new Windows 365, it can help to have a partner who understands how to shape the technology to fit the needs of your clients. Will Ominsky of Nerdio comes on the show to share how they assist MSPs to leverage new technologies quickly, early, and easily.
Security is the hot topic these days, with MSPs desperately trying to add that extra “S” by starting a new arm inside their existing organization or by outsourcing to partners. But how do you sell security to clients, especially those whose IT budgets are already pretty tight? For this roundtable discussion, hosts Brian Doyle, Tim McNeil, and Robb Rogers deep dive into tactics you can use to help your prospects and customers understand the importance of adding security.
Jay McBain is the principal analyst for global channels at Forrester, one of the most influential global research and advisory firms in the world. Jay is a recognized expert in the future of channels (he was named the 2021 Channel Influencer of the Year by Channel Partners Magazine), and in this episode he sits down with the guys to talk about how to determine who should be in your network and how to take advantage of the exciting changes we’re seeing in the industry.
Too many times we see an MSP slap an extra “S” in their description and think they’re good to go when it comes to security and compliance. In this episode, Michael Crean of Solutions Granted walks us through the main differences between an MSP and an MSSP, showing that it takes a little more work to provide the security your clients need.
In this episode of MSP Business School, hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down to discuss how MSPs handle issues and how to best approach your clients when conflicts and problems inevitably arise. They talk about how to get in front of a problem, reminding us that “bad news doesn’t get better with age,” and that the best way to ensure your client feels taken care of is to communicate early and often.
What do you do when a pandemic hits and your clients are almost exclusively in an industry that shuts down completely? Senior Account Manager James Pelham from TMB Systems – a UK-based MSP that specializes in hospitality (and specifically hotels) – shares the ups and downs of the past sixteen months, giving us a glimpse into the rollercoaster ride experienced by the hospitality industry during lockdown and the shifts made by TMB to make sure their clients made it through the storm.
Sean Lardo is the VP of Partner Development at OIT, an organization that specializes in telecommunications and distributed networking. Having started as an MSP working with clients in many different industries, Sean understands the unique needs of OIT’s partners in the MSP industry. In this episode, Sean and the guys discuss how partnering with your vendors can help your MSP reap great benefits and rewards.
In this episode of MSP Business School, hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down to discuss the challenges that MSPs typically face when hiring sales professionals. They take us on a deep dive into the sales recruiting process, why MSPs struggle with it, and the game-changing approach Tim and Robb implement in their own business.
You don’t often think of ransomware and growth in the same sentence, but for Gary Jones and VCPI, an attack a few months before the pandemic was the catalyst for a whole new approach to security.
Add in a healthy dose of automation, and this episode is packed with unconventional ways to expand your MSP and deepen your client relationships.
A former MSP owner who successfully grew his business for over 20 years before selling it in 2018, Shawn Walsh of Encore Strategic Consulting knows a thing or two about leadership. In this episode, the guys sit down with Shawn to pick his brain about what makes a good leader and how to develop the skills and qualities needed to lead a team to profitability.
A former MSP owner who successfully grew his business for over 20 years before selling it in 2018, Shawn Walsh of Encore Strategic Consulting knows a thing or two about leadership. In this episode, the guys sit down with Shawn to pick his brain about what makes a good leader and how to develop the skills and qualities needed to lead a team to profitability.
As one of the leaders and founders of Aligned Technology Solutions – an MSP with offices in both the DC area and Orlando, Florida – Don Sauer has seen quite a few shifts and changes in the industry over the past few decades.
In this episode, Brian, Tim, and Robb sit down with Don to talk about his path to building a successful MSP and the pivotal decisions that helped propel Aligned to the top.
Doug is the CEO of TruTechnology based in Jacksonville, FL. Doug had a personal situation that caused him to have to delegate more than he had at that point. T here he learned the lesson many founders find, that by getting out of the way and trusting the team his business flourished.
Zay is the Director of Business Development and Partner at IT Help, Inc. Zay, a New York based tech firm where COVID hit hardest, had to find a creative way to grow the organization when companies were leaving the city. Starting with an outsourcing strategy to allow for scale and meet the demands of almost any market, Zay has built the blueprint for his company's long-term success.
Today we discuss what is the responsibility of the MSP owner upon exit. Most look to take care of their team, especially if they are not being retained, but how about our responsibility to your community? We give our thoughts about an owners community approach after selling their baby.
Dave Hodgdon is someone who truly believes that a company’s success – and therefore its owner’s eventual exit – relies on its people. As the president and founder of PCGIT, an MSP that he began in 1996, Dave has a unique exit strategy that exhibits his faith in his people, ensures his top employees remain with the company, and shows his commitment to making others successful.
1:08 – Dave gives us a quick background on Portsmouth Computer Group and how they slowly transformed over the years from a training company to an MSP, to eventually offering security.
7:09 – The guys ask Dave how his company has handled the work from home phenomenon over the past year, particularly when it comes to security. Dave details the difficulties they’ve encountered as well as the significant increase in the number of risk assessments they’ve conducted. He shares how his team has managed to maintain a sense of company culture while working remotely, and stresses the importance of fostering community in the workplace.
13:20 – Dave shares his incredibly unique, twofold exit and retention strategy. He explains why the venture capital route isn’t right for him and how he’s able to feel like he has more control over his legacy. Dave believes that treating your people like partners is the most surefire way to increase revenue and exponentially grow your company’s value.
20:00 – Dave digs into the details of how his plan works, clarifying some points and making it clear that with his approach, he and his people have skin in the game, and both sides end up winning.
In closing, Dave reminds us that giving the best client experience is the most important thing. He stresses that if there’s an issue that needs to be resolved, or you feel something is off, a phone call or a visit in person is far more effective than an email.
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This episode of MSP Business School serves as a follow up to last week’s Special Edition episode (episode 45).
A few weeks ago, Robb and Tim joined Brian for his monthly learning series at vCIOToolbox to talk about the future of sales in a post-pandemic world. In this episode, the guys answer some follow up questions that came from that webinar and dive deeper into a few important sales topics they come across on a regular basis.
Prospecting changed dramatically when the pandemic upended our lives and sent most of us to home offices. While sales meetings have been conducted almost exclusively virtually for the past year, this will soon be behind us (hopefully), and a new sales model will emerge. Are you ready?
For this special episode of MSP Business School, your hosts Brian Doyle, Robb Rogers, and Tim McNeil discuss the future of sales as a part of vCIOToolbox’s monthly learning webinar series.
Robb and Tim talk about the strategies they’re beginning to employ with their teams at OSR and the changes that sales teams should be expecting. They share the steps that every MSP should consider in order to set their teams up for long term success.
6:51 – Tim and Robb share their expectations for sales post-Covid. They talk about their experiences in sales pre-Covid and how those were changed during the pandemic, both positively and negatively. They also discuss which Covid-era practices they see sticking around.
14:53 – Brian, Tim, and Robb talk about the benefits of tools such as email campaigns and LinkedIn Sales Navigator, and how they’re being used differently today than they were a year ago. They discuss how to employ LinkedIn most successfully and how they see it continuing to be useful in the upcoming land grab.
29:26 – Tim and Robb go into the differences between how virtual meetings and onsite meetings were viewed pre-pandemic versus now. They dive into how the expectations have shifted and where they see the trend going.
38:50 – Robb and Tim remind us of the importance of building stories around your MSP, giving us excellent examples on how to do that effectively.
47:35 – Robb and Tim tackle questions from an audience member about virtual events and how to implement them, and also about how to effectively use business groups to grow your network.
Jamie D’Agostino is the Founder and CEO of Netology, an MSP out of Stamford, CT. Having been in business for nearly two decades, Jamie is no stranger to the various types of specific and individual requests MSPs encounter.
In this episode of MSP Business School, Jamie shares an example from his own life about the importance of setting defined boundaries with your clients.
1:50 – Jamie gives us some background on Netology and how they’ve operated for the past 18 years. He talks about the changes he’s seen in the industry, specifically around the conversations he’s had with potential clients in recent years, and gives us some insight into which partner vendors he sees the most referrals coming from.
7:28 – We talk about the changes the pandemic has had on Netology, including both the negative and positives impacts. Jamie shares that it was a very busy year for them, and that although several of their clients experienced downsizing, they weren’t too negatively affected because of the heavy load of projects they’ve been completing.
15:53 – Jamie tells us about an account he recently lost that had a major impact on his company. He lays out the difficulties they had with this particular client, sharing that the revenue wasn’t worth the amount of extra work they were being asked to do. Jamie and the hosts discuss the importance of boundary setting within a contract, and the even greater importance of keeping those boundaries.
21:14 – We wrap up the episode with a discussion about the parallels between client relationships and romantic relationships, and the telltale signs that a potential new client may not be the best fit. Jamie leaves us with a reminder to take it easy on ourselves, and urges us to remember that even though we’re coming out of the pandemic, it’s been a very tough year on everyone.
In this episode of MSP Business School, Dave Cava shares with us how a vertical focus delivers tremendous payoffs. Centered almost exclusively on the financial sector, Dave and his partner grew Proactive Technologies into a very successful MSP: in the span of just 11.5 years, they were bringing in $10 million annually before a very profitable acquisition in 2019.
While many MSPs are hesitant to have such a narrow approach and instead choose to remain generalists, Dave reminds us that being the top expert and “go-to” business in a single, particular field provides an unparalleled advantage.
Show Notes
Ross Brouse is the president and COO of Continuous, an IT company specializing in “making IT personal.” As someone who’s always curious about how things work, Ross shares his experience with the delicate balance between being involved in all aspects of your company and trying to control every outcome. He gives us a glimpse at how the DEY (Do Everything Yourself) approach taught him some very valuable lessons about the importance of letting go and trusting your team.
1:36 – We talk with Ross about his path to the MSP world, how quitting a job was the best decision he ever made, and why flexibility matters when it comes to your MSP’s operations and offerings. Ross also shares his journey from film school to IT, and how running an MSP is incredibly similar to making a movie.
6:16 – We discuss the things that make Continuous unique, and how their team managed to shift from the commodity world to the consulting world. Ross also shares how Entrepreneurial Operating Systems changed the way he approaches everything about the company – not just with clients, but internally as well. Ross tells his engineers that they are “80% psychologist and 20% technologists” and that as long as they keep that in mind, they’ll do the right thing.
10:45 – Ross shares a story about how losing $200K on a single salesperson was the wakeup call he needed in order to finally get the company’s sales and marketing on track… and how to avoid that mistake yourself.
20:30 – Ross explains how consistent discipline and owning responsibility for every success and failure at the company helped him break out of the cycle of control and ultimately find growth and success.
23:13 – Ross updates us on how this mindset shift and pivot are going, and leaves us with parting thoughts about growth and change.
In this episode, MSP Business School’s hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down for a roundtable discussion about three of the trends they’re seeing for MSPs in 2021. Brian, Tim, and Robb offer their insight, advice, and predictions about everything from what an MSP needs to consider before making the shift to becoming an MSSP, to what the future of sales will be in a post-Covid world.
n this episode, we talk with Tim about the strategies Switchfast employed to keep business growing through the pandemic, focusing on the importance of improving current client relationships. He walks us through the M&A process that contributed heavily to the company’s growth, pointing to the methodical due diligence of Switchfast’s CEO as the number one reason for its success.
After running MSPs for the first half of his career, James Kernan found himself speaking at conferences about his experience growing and selling businesses. Fifteen years later, his consulting firm has become one of the most successful management consulting firms in the country.
Kevin Clune is passionate about helping Managed Service Providers learn from his own experiences in the industry. As the former Operations and Marketing Director of a US-based Managed Services company (which he helped grow to an eventual acquisition in 2018), Kevin has first-hand experience with the challenges facing MSPs.
Kevin began writing a blog immediately after this exit, focused solely on educating other MSPs and offering resources he wished he’d had when he was starting out. This grew into MSPGrowthHacks.com, a service where Clune and co-founder Paul Green (another ex-MSP Exec) share with other MSPs how they turned their struggling IT Businesses upside down, grew revenue, cultivated profit, and ultimately successfully sold their businesses.
In this episode of MSP Business School, we chat with Kevin about MSP Growth Hacks, their brand new, in-depth, and exhaustive resource MSP Growth Guide (a publication that gathers all resources available to MSPs into one central, easy-to-use pamphlet), and the mindsets that are crucial for all MSPs to adopt.
We dive into out-of-the-box strategies MSPs can employ when growing their networks – including how to leverage relationships you may not traditionally consider – and focus on how to foster a community that shares resources rather than hoard them.
We explore a turning point in Kevin’s career that helped him shape this mindset of abundance in client and vendor relationships and launched him into an exploration of connections with people outside of those he was transacting with, to the benefit of his MSP. We talk about how addressing the pain point for a vendor led to an extended network of new clients and new contracts.
We wrap up with a brief discussion about what we can expect from MSP Growth Hacks in the near future – spoiler alert: we’ve got a very exciting resource to look forward to that is certain to be a game changer.
Many MSP's hire their first sales rep and expect a windfall...then are surprised when it does not work out. In our episode today we discuss why your sales rep failed and why that may be your fault.
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
Craig found inspiration when a client had a phishing attack that caused an employee to purchase $26K on gift cards based on an email. The problem was obvious and he set out to create training that is easy to use and for end users to consume.
Teresa is a woman who enjoys a good fight. As a former Marine, she has seen the threats our country faces each day and when she neared retirement she wanted to keep up the good fight and prepared for a career in cybersecurity.
In launching PNT Professional Services with her husband, she put her aim on continuing the fight to protect our great nation. Additionally, they wanted to create an opportunity for service veterans to gain the skills to start a post-military career in cybersecurity.
In our conversation today Teresa shares with us the training MSSP's should consider for their staff as they build their security practices. In fact, Teresa is holding a virtual conference, The RNT Cyber Ethics Conference, bringing some of the top minds together for 20+ sessions over three days (Feb.16-18) for only $50!
A woman with many anecdotes around tales of cyber threats we focus in on a story of a modern day cattle heist. The Wild, Wild West has gone Hi Tech.
Join us today for an action packed episode that will put you in a secure state of mind.
Today we turn the tables and have our Co-Host Brian Doyle on the show to talk about the importance of the vCIO Role. As the CEO and Co-Founder of vCIOToolbox, Brian works with MSP's globally to build strategic account management programs. These programs help the MSP keep the client informed, elevate their perception as a partner, and drive a technology roadmap that creates win/win outcomes for both the client and MSP.
In our discussion we talk about how MSP's often focus on client acquisition and service delivery. Those are two key pillars in all service providers, but often overlook is a strong process of staying engaged with the client post-sale and on-boarding.
Brian talks about how MSP value is always equated to MRR, but one of the most overlooked steps for many MSP's is managing and controlling the client relationship. Too many times, once on-boarded, the primary point of contact for the client is the helpdesk team. Thus the health of the relationship often is being guarded by your most junior employees.
We focus the discussion on what steps an MSP can take to grow closer to their client, maximize long-term value of each relationship, and create happier clients.
Jesse Hill is the President of Tier 3 IT Solutions a MSP located in Edmonton, Alberta. Jesse chats with us about running a business he grew up in and the lessons he has learned since taking over the business.
We start with Jesse's story about an acquisition they made and the challenges they faced during the transition and in their approach to the merging cultures. He discusses things that they did not evaluate during this acquisition that impacted the bottom line.
Jesse then moves to a story of an event that helped shape Tier 3 Solutions. He attended a conference that helped him see that they truly did not have a defined sales process and how this led to an overhaul of their sales division. We discuss how you can't shortcut the process and steps they took to get sales in line and improve the close rates.
Jesse then shares steps they are focused on for 2021 that will help them grow and develop as an organization in 2021. Tier 3 is planning improvements to keep the team engaged as they continue to work remotely. He also talks about how they work to continually improve the relationship with the team and help them feel closer to the decision making process.
Abe Garver and Focus Investment Banking are Merger and Acquisition specialists focusing on the small to mid-market Managed Service Providers with transaction sizes between $5M and $50M.
Show Website: https://mspbusinessschool.com/
Guest
Guy Walton. https://www.linkedin.com/in/cybervirture/
CAMO
Hosts Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
Show Website: https://mspbusinessschool.com/
Guest
Guy Walton. https://www.linkedin.com/in/cybervirture/
CAMO
Hosts Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
Velta Technologies is a firm that specializes in providing security services for the industrial space. Based out of St. Charles, Mo. their practice focuses on the security needs of the manufacturing, utility, and maritime verticals. Craig serves as a Cyber Security Engineer for the organization and in this episode he shares with us an area not often travelled by many MSP's, but can be an area of opportunity, Operational Technology Networks or OT.
With the growth of IoT devices coupled with aging production machines this area can often be overlooking in its importance and access within each business and become a huge target for the hacking community. Craig starts the discussion describing what is the first step in security the OT, a Cyber Security Assessment for exposure risks and technology gaps.
He then shares with us about how electrical utilities have many compliance regulations for its power generation system and need to be NERC compliant (North American Electrical Reliability Corporation). These regulations map to the areas of critical infrastructure supporting municipal areas.
A big area of concern for the plant side of these industrial businesses is the people side of technology. Craig shares what the biggest threat is to the industrial plant networks, rogue assets connecting to the OT network. When technicians com in to service the plant, they often connect to the network and their asset now becomes a point of vulnerability on the network.
At the end of the day it all comes back to common sense, similar to the traditional IT network. Ensure you have controls to support the network security and limit access and the risk will be reduced.
Show Website: https://mspbusinessschool.com/
Stuart Selbst joins us in today's episode to discuss the customer experience and steps we can take to have long-term success. We begin the discussion talking about Stuart's path from corporate IT, to MSP, to MSP Coach, to Vendor, and back to MSP.
We talk about the customer journey and how important it is to stay in front of your customers to drive long-term success, but that also requires the right individual to lead the customer relationship.
We talk about a solid customer relationship breeding loyalty and financial reward for the MSP as the relationship becomes the gift that keeps on giving. Stuart discusses how he had a client that he built such a strong relationship with that they asked to increase their fee. They looked at the value given and the long term need, and quickly realized they were not paying enough to ensure that the MSP (their trusted partner) would be there when called upon.
Robb shares how right now the hunters are looking for vulnerable relationships as COVID rages on. These relationships can be ripe for the picking. Stuart talks about how you can re-enagage with your clients and change perception.
Guest
Stuart Selbst https://www.linkedin.com/in/stuartselbst/
Hosts
Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
Today we discuss the marketplace as the pandemic rages on. May MSP's are fighting to stay afloat as we head into what looks like it can be a long winter. Robb starts the discussion sharing that in the peer groups he operates sales pro's are indicating that the race to the bottom is on.
We then dive into the difference between building strategic relationships for the long-term vs. solution selling. The goal of a strategic approach is getting closer to the customer and by leveraging a more aligned approach to client management, margins can be preserved.
Brian talks about the fact that the solutions starts through understanding. We are seeing a trend to solution first selling where solutions are't being fully fleshed out and quotes are hitting the streets.
We then discussed how both companies strategies need to be aligned to have a successful relationship and to box out commoditized competitors. Tim and Brin discuss how sales reps can struggle with the strategic discussion as it is a conversation that many reps are not accustomed to holding and as a result their only sales tool is the discount.
We then discuss that training and a culture of empowerment can help sales teams to elevate and preserve margin when taking on a small shop delivering only a lower price.
Robb then shares practical tactics for how sales people can approach their meetings.
Peter Strahan is the Managing Director for Lantech located Dublin, Ireland. Peter shares with us a story of a disaster in the form of a fire that hit his customer's building and how in that moment Lantech's unseen value came front and center.
Robert Cioffi is COO & Co-Founder of Progressive Computing located in Yonkers, NY. Launching in 1993 very early in his and his partner’s careers they learned a lot through the school of hard knocks. One of the primary drivers of his company’s long-term success was engaging a coach and being part of a peer group.
Robert starts the conversation is it takes a certain mindset and ego to start a company, but that can also be one of the biggest blockers to growth. Coaching helped him learn the things he didn’t know and start changing the business model, launching managed services in the early 00’s.
He speaks about his business model and how it differs from the average MSP. Many speak of the “All you can eat (AYCE)” model, but Progressive has taken that to a very literal stance. They include all projects within their plans.
They view the relationship as a true partnership with their clients and truly have adopted and internal IT department mindset of we do what the client needs done, no questions asked. A true win-win proposition, eliminating project cost resistance and reduces the overall support cost to Progressive.
An EOS practitioner, Robert talks about how it has been a game changer for his company. This structure helped accelerate the growth of the company providing clarity to what it would take to get to the next step.
Robert talks about the future of the cloud and cybersecurity within their business. He expands on how Microsoft Teams has accelerated cloud use for clients and how the conversations around fully cloud solutions have increased.
We also speak about the M&A climate in the space and the ultimate plan for his organization in the long-term.
We have a deep discussion on how to be humble and embrace the guidance of those that have been there to support our journey. Allowing yourself to be vulnerable and open can lead you to some of the best experience and lead you to some of the critical external input that you can leverage to grow.
Carrie Simpson launched Managed Sales Pros in 2013 as a call center serving the MSP market. Starting with a contract in her native country, Canada, the operations quickly grew. A contract opportunity was presented to her and almost overnight she launched operations in the U.S.
Managed Sales Pros hit a market need that is large in the MSP community, customer acquisition through cold calling. With many of the MSP's being Technologist led organizations, sales can often be a foreign process.
Sometime acquisition comes quickly and without the intention to sell. Carrie speaks of how she reached out to a company to help her with her strong pipeline and staffing needs. With more business than people she could hire in the Las Vegas market, she approached EB Quckstart for assistance with overflow. Their response was how about we just buy your operation, and before you knew it the deal was done.
Post-acquisition Carrie still operates Managed Sales Pros in Canada, but has her eye on the next chapter as she shares her plans for the future (hint...a one-stop shop for webinars).
Jeff Grande and Mike Paone launched TBNG Consulting started their company as many MSP's have, bootstrapping the business while working full-time jobs, in their caae from different states. They accelerated the growth through grit and determination knocking on neighborhood doors and working evenings to kick off the company.
One growth hack that they learned was truly engaging the channel and making investments to become the local leader in newer channel entrants and building long term relationships. Mike shares how he grew those relationships, but does add you "have to sleep with one eye open". n It is also about having clear boundaries with the vendor on what they are willing to sell.
In sharing how they grew TBNG Jeff shares that no growth comes without peril. IT was a constant reinvestment into the business and hiring quality people that they trusted then helping them learn their role.
They also talked about understanding where your deficiencies personally are. In 2012 they reflected on their business growth and while growth has been steady they needed to accelerate growth to make the business what they wanted it to be.
They looked into the family and brought Jeff's brother Michael into the team so they could focus on growing the business while Michael who runs the administrative side of the business so Mike and Jeff can continue to build the sales team. It was a big transition and came with swallowing some ego along the way, but it has extremely accelerated growth.
Today we turn the tables and interview two of MSP Business Schools Co-Hosts, Robb Rogers and Tim McNeil. Robb and Tim started OSR Manage. Originally started as an MSP Lead Generation company OSR has morphed into a Virtual Sales Management juggernaut.
The OSR Manage team focuses on helping Tech Founders build winning sales teams. Their approach which is a mix of Executive, and Sales coaching coupled with peer groups for the individual reps has helped 100’s of companies succeed in s
Leigh Wood Owner and Director of Node IT Solutions in Biggleswade, England joins us today and shares a story of persistence in the face of adversity. We learn how when faced with a crisis that can cause a company to cease operations, Leigh and his team rose up and met the challenge head on.
Leigh starts with a conversation of his companies rise from its roots as an IT consultancy and its ultimate migration into becoming an MSP. Having formed Node IT Solutions with a co-founder, Leigh initially served as the lead technician. Soon his partner left the business and Leigh began the transition from technician to the business leader holding the main responsibility for Node IT’s sales.
We then moved to a discussion of the biggest challenge that Leigh faced as a small business owner. Returning from vacation, Leigh stepped off the plane to a text none of us would ever like to receive, a client who owed 50,000 pounds announced that they had gone out of business and that debt will never be collected.
Leigh then shares his story of the how this event forced him to look at the weaknesses in the business and his own leadership. He discusses the steps that he and his team took to get Node IT Solutions back on track and strengthen the operation. He also shared what he did in seeking the help he personally required (and the mentor that came into his life) so he could become a stronger leader.
We close his story with a discussion of the progress that he and his team made in recovering from this loss, and how this event prepared the company to be poised for long-term success.
Jason Schaller joins us in today's episode to discuss the importance of regular assessments and compliance reviews. Anderson Zurmuehlen started as a traditional audit and accounting firm and ultimately added technology as a division of their business. Leveraging their existing relationships where trust was established it only made sense to move into IT where trust of private information is also required.
Jason is responsible for both internal security and serving as the vCISO for the AZTS technology clients. AZTS has built a strong advisory firm focused on IT governance and performing audits like SOC2 and CMMC..
Jason tells us how there is a huge opportunities for MSP's to provide security based resources to the small to mid-sized business community.Accountants have long been conversing with clients about risk management and in his role he is able to use that common language and extend it to IT.
We then discuss how many MSP's are changing their models to MSSP, but most are falling short in the areas of governance and maintaining security policy and controls. While tools are being brought in to support security the talent hasn't often caught up to really identify vulnerabilities.
We talk about how the industry and how the MSSP community mirrors how the early days of the MSP world got started, a number of proven premium security players and a large numbers of upstarts that may not be qualified (yet) to truly be an MSSP and opening up risk to themselves.
One of the biggest black holes for many MSSP's today is a proven incident response team. Jason speaks of the key to mitigating that risk is having a good front end and build a quality prevention program.
We close with that MSP's that are unsure if they are conducting assessments and evaluating risk prevention appropriately they can engage Jason and his firm by visiting Anderson Zurmuehlen and engaging with their firm.
Today's Interview Series guest is Todd Whitley, CEO and Partner for Brightwire Networks. Brightwire started as the traditional owner-led sales organization, and has since completed the transition to a mature sales team. Todd sees 5-year business cycles within his business. They key is being adaptable and focusing on growth.
A key to Brightwire's success is building trust with clients and the sales team to drive the sales relationship. We talk about the responsibilities an MSP and its ownership has to supporting staff, clients, family and community.
One of the biggest challenges Brightwire faces is the pace of change within the technology sector and helping the team keep up with new tech. Todd explains that Brightwire's mentality as a Business first service provider has given them the ability to control the pace of new technology and when their clients will implement new services.
Through consultative advice, business alignment, and strong client relationships, Brightwire is not forced to allow technology to rule the team.
To keep morale with the team, Brightwire doesn't become a slave to their customer. He encourages MSP's develop a process to support your team, leverage business conversation to keep the customer focused, and this drives successful digital transformation. This is critical to a strong, partner relationship with each client.
In this episode we recap some of the highlights from our past 5 guests. As experts in the field we have seen that each has their own approach in achieving success. Robb, Tim, and Brian discuss hat they learned and share their opinions on whether they agree or disagree.
We start with a discussion that centered around discussions with Craig Skevinington and Matthew Bookspan. Each has experienced a large, game changing sale and each shared with us what it took to win the deal. The biggest takeaway we learned as each put in about 100 hours of business development time to win the deal. We discuss the tactics you need to take to win a big deal and how it is not for the faint of heart.
We also talk about service models and whether of not a dedicated resource model trumps the pod model for providing support to your key clients.
We close with a discussion around peer groups and how they have helped most of the experts we met with and what they have done for our own businesses'.
Today we speak to Tommy Wolosin, one of two partners operating NetWorks in Nashville, TN. Tommy talks to us about creating an amazing culture to drive both client and customer relationships.
We start with a conversation around how NetWorks started operations and how growth came from Tommy networking heavily in the Nashville area. We talk about how peer groups and coaching were fundamental in breaking past growth driven by hustle into a more predictable sales model.
We then transition into creating a culture that both customer and staff wanted to be a part of. Tommy shares how Net Works has long term and close relationships with many of their customers. They leverage a strong vCIO process to drive engagement and loyalty in their client relationships.
We also discuss how that culture spills into the business with most employees being part of the team for 10+ and the tactics that Net Works employs to meet the needs of both the business and their team.
Jon Rees joins us today on MSP Business School. Jon is the Head of Technologies for Allied Communications, a Communications focused service provider with a large focus on the Casino and Gaming industry. In fact, they are the provider for 37% of the Las Vegas strip and 60% of Atlantic City.
Today we discuss how to approach the enterprise space with a solutions focused approach. How once you crack the first enterprise account, you have to work your relationship to help guide you to the next enterprise opportunity.
We shift gears to solutions to drive the remote workforce. Jon explains how UCaaS and CCaaS can simplify customer interactions in a world of expanding remote workforce. We talk about customer experience and how that can make or break a relationship.
Jon tells us where contact centers can enhance the experience and client support. It can also help managers keep tabs, especially when your team is geographically dispersed.
In today's episode we speak with Eric Kiehn, the owner of C&W Technologies. His service provider business has lasted 36 years and has seen good times and bad. Eric tells us about those experiences and the downturns often led to new revenue opportunities.
Eric speaks about how as he went into the last great recession in '08 it opened up a new market in cloud services for his break-fix shop. Through the need to control costs it opened up a new recurring revenue model. In fact, cloud drove the MSP services vs. the other way around.
Eric also shares how peer groups changed his business and his life. How the feedback from peers, both inside the industry with other MSP's, and with local business leaders shaped his leadership perspective and helped C&W Technologies innovate.
He then shares about C&W's approach to the COVID-19 crisis. Change is more apt to happen during these down periods and clients are open to ideas they may have rejected in the past. He adds that C&W Technologies built a list of 5 things they planned to accomplish to improve internally in the crisis.
On a personal level, Eric focused on learning as much as he could on PPP, not for his business, but to help guide others. It drew attention to him locally and drove new prospects into the top of his funnel.
Today we start our Interview Series with our first guest Matthew Bookspan talks to us about the launch of Blacktip IT. He did this at a time where most of us would be avoiding risk. Holding a six-figure job and with a baby on the way, Matthew and his wife made the decision to start and IT company and he has never looked back.
Matthew starts by telling us the story of his launch and his decision process to make the jump becoming and IT Service provider. Not only did he take a big risk for himself and his family he went a step further focusing Apple Solutions at a time where Apple could only be termed as 'hyperniche".
Matthew takes us through his journey of going from startup to a multi-million dollar service provider. His story is a great one as he shares the focus and strategy he used to drive growth, keep costs in-line and even fire 200 clients on a single day.
Today we start our Interview Series with our first guest Craig Skevington, the founder of Steadfast IT. Steadfast started as a traditional break-fix house, moved to managed services and then took the bold step in focusing on multi-location companies with remote workforce.
Craig shares with us the steps his company took to drive success. This included building a portfolio and driving customer acquisition. Craig discusses how their focus is over delivering to their client base.
By focusing on service analytics and searching to the repeatable issues that affect their clients to streamline support. This yields an 8 minute ticket response goal, and leverages skill based routing for support. This approach increases client happiness and drives referral business.
We then move into Craig's story about the process he took in order to "hook a whale", an extremely large deal his organization has in their portfolio. He discusses the sales process, how critical it is to listen and find the pain, and then use that to drive the solution.
He shares what the sales process looked like, the time investment required to land the opportunity, and what your should expect from the prospect. Additionally, he expands on the concept of prospect obligation and how to get the client to "put skin in the game" which may not need to be monetary. We close with how to manage the "whale".
On this episode we do another virtual case study on using sales metrics as a source of sales rep motivation.
Brian kicks off the conversation talking about a rep he took on through an acquisition. This rep was a textbook salesperson with a mission. We go into how this mission will drive success
From a metrics perspective this rep was consistent, and his sales metrics reflected that consistency. Knowing how he operated he needed less of a sales manager and more of a sales coach. Someone to keep on track.
We discuss sales DNA and learning what a sales rep looks like based on their DNA. Once this DNA is recognized, it becomes easy to pull the right levers to move the needle.
Robb talks about to provide reps with systems and support in the sales operations process. What tasks should the rep own what tasks should belong to others? We discuss how to approach this.
We then discuss the activities that are required and how you can use ConnectWise sales activity points to manage the Business Development efforts.
We also discuss one critical trait that successful sales people have and how that supplements motivation and drive.
As MSP’s work with their clients’ it is easy to get complacent and work exclusively through your primary point of contact. What happens when then contact is not the sole decision maker and has an equal partner who has equal say in your renewal decision. Can you be at risk?
Robb and Tim share a real-life case study of a client who ran into the exact issue described above. The client had been a long-term relationship of the MSP, but primarily in a break-fix fashion. The relationship to date had been primarily reactive. Also, client had added a Level 1 tech making this an even more difficult renewal.
The MSP walked into the renewal finding out that the client that “who loved them“:
* *Had been educated to the concept of Managed Services by a competing vendor who provided a proposal.*
- The proposal was much lower than his existing fees.
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The other partner liked his model and price.
Tim and Robb then share how the customer worked the deal, and the good, bad, and ugly of the final outcome.
Today's conversation focuses on client engagement, especially when things are slow in the relationship and things are working and we have moved to cruise control.
Brian kicks this one off with a discussion around relationship building and how it is critical to not neglect the relationship or take it for granted. So, how can we start this conversation when we don't have much to say? It's all about ice breakers and asking questions about the clients business. This conversation needs to go beyond the point of contact and you need to engage with all key stakeholders in the process.
We discuss how there are always changes going in the client environment. Personnel changes, customer wins, budget changes. These forces can change the client view on our relationship and we need to stay in front of our client so we can see opportunities and problems that may be coming.
We can do this through live touch points, CSAT or NPS surveys and gain information we can use. The challenge is most Account Mangers fall down on touching their client in between sales. These resources need to schedule time to contact each customer to stay in tune with the customer and build the relationship.
Robb speaks about the past, present, and future model and how the AM's often struggle with the future, or strategy, piece of the puzzle. Brian goes into detail on approaches for junior reps to get the process started. If we manage the relationship consistently over time we become the sherpa guiding our clients. The result happier clients with improved sales velocity.
Today's we break down the prospecting process, how to get organized, focused, and targeted in your plan.
Robb kicks off the conversation with the concept of the Dream 250, a process OSR Manage and their sales teams live by. This process helps you get laser focused and find those valued relationships each sales rep requires.
Tim discusses tactics to get to those target prospects. We dive into a multi-channel approach to sales prospecting and using cold-calls as intelligence gathering. It's not easy to get to your best prospects and the process helps you make each step a valuable exercise on the way to engaging your target.
We then engage on how to qualify MSP clients so prospecting time is not wasted on low value targets. We discuss the information you need to obtain and when to cut a prospect loose.
We also address the common sales gripe, "the leads are no good and I don't have enough". The truth is not the leads, but your approach and mindset will really dictate success. Most reps give up on a lead to early and we discuss what the proper expectation should be (psst....its not 3 calls).
With more an more staff working from home and many businesses looking at making that move permanent for their staff, we look at the impact on manage those teams and steps to take to keep everyone productive. Sponsored by vCIOToolbox and OSRManage
Today's episode focuses on a trend that been growing steadily over the last decade, the remote office workforce. The work from home model has had steady year over year growth for quite some time, but the recent pandemic event made it a necessity.
Companies are now looking at the overall pro's and con's of this workforce model and many are putting in place plans to not bring many of their employees back into the office. Ultimately, for some businesses this offers the opportunity for reduced operating costs through eliminating rents.
We kick off the discussion with Robb discussing the OSR Manage approach to virtual management and how they are leveraging teams to get the team on the same page.
Tim follows with talk around needing to increase their daily huddle call to a twice a day event to ensure all team members were on the same page and to facilitate any communication or decision making assistance that might be required.
the team discusses there individual approaches and what has been working or not working as they all grow more accustomed to remote management of staff.
The conversation then flows into what is required for an effective remote team. We discuss tools that are needed, how to structure business hours and staff availability, and we close with a discussion about work-life balance when home is also work.
Going Vertical! Sounds like we may be talking with skater or snowboarders, but the vertical we will be speaking about today is singular focus on one industry. Many MSP's have adopted the vertical approach, and quite a few with huge success as we can see in the ChannelE2E's Annual Top 100 Vertical MSP report.
But the big question is can a vertical focus be right for my MSP, and is the risk associated with a single industry to big a risk to put all your eggs in one basket?
Robb kicks us off with his opinion and we quickly learn that he is not a fan of the vertical approach. The risk in his perspective of an industry going dry or facing an economic downturn is too big an impact for many MSP's to survive. This is being shown here in the pandemic as you see MSP's that singularly serve the hospitality and entertainment venues seeing big channels.
Brian brings a discussion of not a complete vertical focus, but implementing "pocket verticals" and taking success you may have had as an early stage and leverage that into building these 'pocket verticals". Robb speaks that you need to capitalize and get better at the markets you have the most success and then research how to beat your competition in that vertical.
Tim reflects on the concept of the generalist and how there is too much of a 'one-off' approach across your client base and you do need to narrow down to a few verticals to support your business growth. The reality for many MSP's the local market is too finite to support pure vertical growth. Brian speaks about how that vertical MSP's have to be open to moving into new markets and finding a marketing mindset and delivery process that can support that footprint.
We close with a discussion of vertical industries and where the least amount of vertical risk lives and MSP's can pursue with the least risk.
In this episode we dig deep into the role of the MSP Inside Sales Representative.
Robb starts the discussion with some of the key responsibilities of the farmer rep and discusses their involvement in deal registration and renewals, proposal generation and customer service.
Brian discusses how MSP clients can be the 'gift that keeps on giving" and how it is crucial to keep close to your client and the account manager function needs to support the account and understand the client drivers and obstacles and communicate that internally.
The role of vCIO drives the farming process. In building a roadmap we are better able to illustrate a long term plan. This allows for better client budgeting and shorter sales cycles if executed properly.
We then dive into key activities around communication, cadence, and duties. this includes staying informed on client and propsect news. They keep tabs on press releases, annuncements, and events to keep the entires team aware of current events.
The farmer should also be responsbile for tracking customer satisfaction. For EOS users this cn be iin the scorecard. It is key for the account manager to stay in tune with the overall health of the relationship.
For companies that integrate the farmer roles they can be a growth agent and ensure the account blooms.
In this episode we MSP Sales models that can be leveraged beyond the owner led sales model. We discuss how to get started and the steps you need to take to set yourself up for long-term customer acquisition success.
Tim starts the discussion in outlining owner led sales. This is the most common way most MSP's get started. Robb expands on the owner-led sales model generally starts with the 'friends and family" referral approach and how that doesn't scale. We discuss the realities of this model and why it often doesn't scale.
The discussion then moves into sales tactics and how the money is in the follow up. This starts in the prospecting phase and moves through each step in the sales cycle for MSP's. When this becomes a larger problem this can be an indicator that it is time to expand the sales team.
Robb talks about getting focus and really driving opporunity by building your 'Dream 250". Many MSP's do not focus on clients that are similar to the companies that they have had success and building pocket verticals.
We then move into the transition phase of moving past the owner-led sale and building a team. We also discuss why the oowner can never really remove themselves from the sales process until you have scale in your overall business.
We then discuss what these new sales models look like and the roles that need to be filled. Also, we hone in on when a full-time sales manager is really needed in the business and its later that you think.
We close the masterclass on identifying the key roles needed to build a strong MSP Sales engine and drive success.
In this episode we have a special guest filling in for Robb and Tim. Jason Moss, Director of Marketing at Allied Communications, shares with us the tips and tactics he has employed to grow the Allied following by nearly 600% in seven months on the job.
We begin with a discussion on strategy and the approach model Jason leverages when creating content for the team and when he is posting directly. We talk about the first step is to engage. Early in a social media strategy, commenting and engaging is often more important that posting in raising brad awareness and demonstrating thought leadership.
Jason then dives into how you can train many social media algorithms on the content you prefer and the contacts you want to see most often.
Jason then dives into how you can train many social media algorithms on the content you prefer and the contacts you want to see most often.
We talk content creation and how to find ways to engage people without "post fatigue". As we move through the COVID crisis you can see how people are just growing tired of the pandemic rhetoric, work from home strategies and regurgitated posts on new widely known .
We can fight this issue through sharing personal experiences, talking about your company culture and finding entertaining ways to develop your content. Drive intimate experiences vs. a firehouse of news articles or service offerings.
We close with tools you can use at little or no cost to build your social media marketing and look spectacular doing it.
In this episode we discuss the role of the MSP Account Manager. A great account manager can maximize the lifetime value of the relationship and ensure that the relationship sticks long-term
Brian outlines the strategic account management process he employed while running his MSP. Key points are understanding the key initiatives and obstacles that a client is facing and making recommendations to contribute to solving each.
We also identify the key difference between the Key Account Manager (KAM) and the Technical Account Manager (TAM). Key drivers for each role depends on the size on personnel of the MSP. We also discuss how these resources can "stealth sell".
Tim discusses how to leverage the DISC profile for assessing resources and determining how to assess success in each role. Robb discusses the communication style that can be leveraged within the DISC profile.
We dive into QBR's as an account management tool. We discuss the frequency of Business Reviews and that should drive those meetings. WE talk about ways to rate your clients to determine frequency and driving value back to your client.
We close the meeting with staying in contacts with clients begin the key to account management. You need to be proactive and stay ahead of issues.